difficult employees think of a difficult employee….characteristics, how was it handled?

Difficult EmployeesThink of a difficult

employee….characteristics, how was it handled?

Impact of Difficult Employees

Wasted time by supervisors Reduced productivity Decreased job satisfaction

– Increases ee turnover– Higher stress & frustration

Customer loss Low morale

Why take disciplinary action?

4 areas

1) Attendance2) Safety3) Performance4) Behaviors


Unsatisfactory job attendance– Excessive absences or tardiness– Failure to report

Unsatisfactory safety practices– Endangering self or others– Failure to report an accident– Failure to use equipment correctly


Unsatisfactory performance– Incompetence– Poor quality– Excessive time on assignment– Misuse of position


Unsatisfactory job behaviors or conduct– Use of equipment for non-business

purposes– Insubordination– Falsification of records– Conviction of a crime

Corrective Actions/Progressive Discipline

Oral warning

Written warning

Intervention

Termination

Oral Warnings

Sit ee down for a discussion

– Non-confrontational, non-accusatory– Target the behavior & not the person– Balance positive & negative– Communicate limits & set consequences

– Make notes on the nature of the conversation, file it away

Written Warnings

Sit down discussion

Written document– Target the behavior & not the person– Balance positive & negative– Communicate limits & set consequences

Have the ee sign it!– Paper trail started…for cause employee

Corrective Actions

Oral warning

Written warning

Intervention

Termination

6 Step Intervention Model

Step 1 Identify & define the performance problem

Step 2 Explain the impact of the problem

Step 3 Analyze reasons for the problem

Step 4 Define the expected performance standard

Step 5 Explore ideas for a solution

Step 6 Write an improvement plan

Step 1: Identify & Define the Performance Problem

What is the issue?

What are examples of the behavior

Types of problems– Attendance

– Safety

– Performance

– Behaviors

Elana’s problem?

Step 1: Identify & Define the Performance Problem

Difficult to deal with Mood swings Apathetic & complaining Non-productive (output is 1/3 less) Blames others for mistakes Errors are up Rude to customers

Step 2: Explain the Impact of the Problem

Tell the employee the impact of the problem– Productivity & efficiency– Quality– Service

Who does it impact– You, the manager– The employee– The department

Elana’s problem?

Step 2: Explain the Impact of the Problem

Upset customers Co-workers don’t want to deal with

her Co-workers have to re-do her work Productivity is diminished overall

when she doesn’t complete her tasks Difficult for her manager to deal with

her

Step 3: Analyze Reasons for the Problem

Possible reasons why employees do not perform well

Don’t know how or what they should do Think they are doing just fine Think their way is better than your way No negative consequence for poor performance Have obstacles limiting their performance

HKP Think something else is more important

Elana’s reasons?

Step 3: Analyze Reasons for the Problem

Boredom with job Mood swings…psychological disorder Personal problems at home Dislike the job

Step 4: Define the Expected Performance Standard

Define the level of performance expected State them in clear & measurable terms Never assume employee knows what is

expected Example….


Example….Be to work on time

The standard is to be at your desk, ready to work, by 8:00 a.m.

Deal with customers professionally & positively

Hold weekly staff meetingAll correspondence should be error freeAll accidents should be thoroughly

documented as per the stated policy

Elana’s expectations?


Raise productivity to an acceptable level

Decrease errors in work completed Treat customers with respect

Step 5: Explore Ideas for a Solution

Ask “how do we solve the problem”?

Brainstorm together Discuss all options Examples:

– Training– Counseling– Set attainable goals

Elana’s problem?

Step 5: Explore Ideas for a Solution

Change in job tasks Set deadlines Develop customer service skills

through training

Step 6: Write the Improvement Plan

What is an improvement plan?– A roadmap for boss & employee– Aimed at eliminating ee weaknesses &

problems

What to include:– The goal or area that needs improvement– The step-by-step action plans– Consequences – positive & negative as needed– Follow-up time

Example Improvement Plan

Decrease errors in work completed– For a period of 1 month all work must

be checked by your manager prior to sending it on to the appropriate department.

– The numbers of errors in work will decrease significantly and appear rarely.A

ctio

n p

lan

Goa

l

Example Improvement Plan

Decrease errors in work completed– This plan will be reviewed at the end of

30 days.

– If it is not met, a 2 week suspension is in order.

Con

seq

uen

ces

Fol

low

-up

Elana’s plan?


Raise productivity to an acceptable level– Track all time spent on tasks throughout the

day for a period of two weeks.– Discuss use of time with your supervisor at the

end of two weeks.– Develop a task list to be completed at the

beginning of the week and update it daily.

Act

ion

pla

nG

oal


Raise productivity to an acceptable level– Discuss & agree on a list of additional

tasks to assume that would challenge you in your current position.

– Progress on these tasks will be reviewed at the end of 30 days. Task list adjusted appropriately

– Another Elana example….

Act

ion

pla

nG

oal


Treat customers with respect– Attend customer service training

through XYZ corporation within the next 2 months.

– Implement 5 new practices learned in the customer service program within 1 week of attending the training

– Never hang up on a customer no matter how angry they make you.


Treat customers with respect– Always be courteous with all customers

calling the company or walking into the office.

– These tasks will be reviewed at the end of 30 days. If they are not met, a 2 week suspension is in order.

Protect Yourself…

Never too much documentation– Protects during lawsuits– Oral & written warnings– Improvement plan– Log of behaviors– Training & development undertaken

Use a progressive discipline a policy

To fire an employee…pre-firing

Fire midweek & in the morning– Allows ee time to clean out desk & say

good bye– Sinks in before the weekend– Time to make contact with other

employers


Pick a good location to have conversation– In the ee’s office so you can escape &

they don’t have to walk down the hall– Office with 2 exits– Neutral space with privacy


Have a witness present– Lawyer, HR, peer

Have the ee’s final paycheck in hand to give them

To fire an employee…the firing

Be direct in why the ee is terminated Do not say too much State the facts Answer questions honestly &

carefully Never let ee think the decision is up

for debate


Termination letter– No emotional sentences

“I’m sorry”“We enjoyed your time here”

– Detail the progressive discipline the ee went through

Discuss specific issues that were problems


Termination letter– List effective termination date– Financial information

Severance packageFinal paycheckWhen health benefits end

– Signature of ee– Signed copy in the file

To fire an employee…post firing

Allow them to clean their office or offer to have it cleaned– Have a witness

Contact subordinate employees & peers– Do not discuss reasons for termination

To fire an employee…post firing

Other issues– Block computer access– Return of company property

Phone, computer, keys

difficult employees think of a difficult employee….characteristics, how was it handled?

Documents

performance problem

performance problem

step intervention model

solution step

problem boredom

improvement plan slide

problem possible reasons

poor performance