Cage Match: Or How to Deal with Difficult

Student Staff Members

Brought to you byAndrew Rogers & Ian Miller

Do you ever feel like doing this to a difficult employee?

Get Ready to Rumble• Before confronting a difficult staff

member, start looking at yourself.

• Seek first to understand, then be understood.

Covey, Stephen R. 1989)

Supervision1. Set the stage for Success2. On-Going Communication3. Feedback & Evaluation4. Motivation and Support

Barnes, Barnes, & Carson, 1992

Identifying Members of your TeamSamantha Slacker – has trouble getting her work done on time. Does not exert much energy in the job. Sometimes unreliable.

How to work with her: • Set clear expectations• Bring out performance appraisals at beginning• Hold her accountable• Outline consequences with a time frame• Try and see her daily to reward positive behavior

Cathy Can’t Get Along

• Set clear expectations• Confront inappropriate behavior immediately – address

non-verbals, voice tone, etc• Provide mediation and coaching for other staff members• Talk about how she affects the department and the job

Is combative with coworkers, constantly argues, causes drama, doesn’t work well others, affects the entire mood of the staff team..

How to work with her:

Joe JokesterThe staff comedian whose jokes and antics are disruptive to meetings, and whose behavior prevents him from being an effective role model.

How to work with him: • Challenge him to reflect on why and when behavior occurs• Confront behavior when it happens• Don’t enable behavior and laugh with him• Discuss how the behavior impacts the group

Oscar Ol’wise OneUsually the veteran RA who thinks he’s smarter than all the less experienced RAs on the team. He always throws in his two-cents and likes to correct others (including his supervisors) to show off his superior knowledge.

How to work with him: • Acknowledge the situation• Define roles/expectations• Set appropriate limits• Confront inappropriate behavior• Seek his input• Value him, but do not give him too long a leash

Sidney SabotageMost dangerous to have on your staff. He’s counter productive, abuses his power, usually embraces new staff quickly. Notorious for having problems with authority. Has a toxic effect on a team.

How to work with him: • Set clear expectations• Confront immediately and document conversations• Do not make it personal• Establish peer to peer accountability

Edward Eager BeaverOverexcited, hardcore RA who wants to do everything, be everywhere, and be all things to all people. Can be a little too intense with the job.

How to work with him: • Mentor, encourage and provide direction• Focus energy• Watch for burn-out• Provide perspective of the “bigger picture” – collaborate• Give projects and keep them coming – keep morale up• Challenge and support• Check in with him often to remove obstacles

Alex AttitudeToo-cool-for-school, frown face who looks like he doesn’t want anything to do with the job. Constantly gripes and acts passive-aggressive. Try as you may, you can never seem to please him.

How to work with him: • Set clear expectations and outline consequences• Do not let peers enable behavior• Focus on the impact on work place dynamics• Self-esteem issues• Get counseling – mood swings• Find out reasons for this attitude/behavior

Debbie DownerThe RA with all the personal problems, baggage, and drama in her life. Uses her personal life as an excuse for not doing work. Can easily drag coworkers down with her.

How to work with her: • Discuss behavior and how it affects performance• Set limits for listening• Be cautious of enabling behavior• Be clear about separating personal problems from

professional problems• Need to be direct – short and to the point.

Mervis T. MeddlerThe RA who likes to gossip and talk about everyone else’s business. This person has to be in the know, and thinks that information is power. He gets energy from behind the scenes gossip.

How to work with him: • Set clear expectation• Encourage fact to fact confrontation• Encourage A to B communication• Confront inappropriate behavior

Doris DelightfulThe solid RA who sometimes goes unnoticed. She does her job and she does it well. You rarely have any problems with her, but she rarely gets recognized.

How to work with her: • Find out how she likes to be recognized• Be creative in acknowledging outstanding tasks• Provide autonomy• Enhance responsibilities• Do not ignore Doris by working on others

Case Study• Please refer to the handout provided

in your packet.

Conclusion: Desire an alliance

Instead of “me vs. you”, make it “us vs. the problem.”

Questions