Eliminating Conflict in the Workplace

Dealing with a Difficult Employee

Every company has a difficult employee -- the person who constantly complains, bullies others or is not working up to par. As a manager, you must act on this issue immediately, because the longer the employee demonstrates this behavior, the worse it will get, the harder it will be to change it, the less work will be completed and the lower employee morale will be.

Keep in mind that workplace conflicts are natural and all employees can be difficult from time to time because of stress or external issues.  It’s not always your least-productive employees who may have a conflict. 

Most conflicts can be solved by empowering employees to resolve them on their own, but occasionally you will have to address some of the issues.  It is the manager’s responsibility to constantly be aware of workplace problems and to coach the employees through the problem.  

WORKFORCE CENTRAL FLORIDA (WCF) offers these solutions to dealing a difficult employee:

Research the employee behavior.  Before you confront an employee, examine the situation to confirm that you have the facts and that you are not acting on rumor or gossip.  If you have not seen the inappropriate behavior, delve deeper into the situation by observing or asking those involved for background.

Many difficult employees behave in an inappropriate way because it has worked for them in the past.  Others may be frustrated with the job or feel undervalued, or may be having challenges outside of work.  If you’re part of the problem, recognize and acknowledge this as well.

Plan your approach to correcting the problem.  Think before you act.  Evaluate each occurrence as a unique situation.  Plan the timing of the confrontation and find a private location.

Meet with the Employee to Alert Him or Her About the Issue.  As you mention the issue, use “I” statements rather than “you” statements, such as, “I am feeling frustrated because our team is not meeting its goals,” rather than, “you are not performing up to par.”  Then ask the employee why the worker takes the approach that he or she does.  Listen carefully to the worker’s story and determine if he or she is aware of the problem.  Remain positive and nonjudgmental, do not interrupt and remember to deal with the behavior, not the person.

Come to a solution.  Ask for the worker’s recommendation on next steps and work together to form a solution.  An employee, who has helped to develop a solution, is more likely to implement it.  Discuss a timeline for changing the behavior and define expectations for the future and how not meeting those expectations will affect the work environment.

After you recognize the problem ensure that the employee understands the consequences if the problem continues, such as transfer or dismissal.   Encourage him or her to summarize your expectations.

You may wish to document the behavior in an employee file or performance review.  Often, documentation will help motivate an employee, and, in the worst case scenario, you will have valid documentation in case you must dismiss the employee. 

Evaluate the employee’s behavior.  Continuously monitor the situation and alert the employee if you see improvement.  If an improvement is not made within the planned time period, consult your legal counsel before you dismiss an employee to ensure that you complete the process properly.

As a manager, you cannot ignore problems in the workplace.  Dealing with issues proactively will help to provide a comfortable workplace and boost employee morale.

For more information, the WORKFORCE CENTRAL FLORIDA Lending Library has material available on dealing with difficult employees.  Visit www.workforcecentralflorida.com/employers/lending_library.asp for more information.

For further information on dealing with a difficult employee visit the following Web sites, some of which may be commercial sites that require a fee.
• www.about.com
• http://ezinearticles.com
• www.allbusiness.com

To learn more about how WORKFORCE CENTRAL FLORIDA can meet the growing needs of your business, visit us at workforcecentralflorida.com/employers or ask your WCF Business Development Manager for information on WCF Employer Services, such as the Lending Library and how WCF’s Employed Worker Training Program can assist you with your training needs.

Source: About.com, Ezinearticles.com, TeamBuildingTips.com, AllBusiness.com