Managing difficult employees is a common challenge in the workplace, but it’s one that can significantly affect team dynamics and overall productivity. The way we handle challenging behaviour can make the difference between fostering a positive work environment and contributing to a toxic one.
This article draws on insights from behavioural specialists who offer nuanced strategies to not only manage but effectively transform difficult behaviour into constructive engagement.
1. Identify the Root Causes
Specialists emphasise the importance of understanding why an employee may be exhibiting challenging behaviours. Factors such as personal issues, workplace stress or misalignment with the company’s culture can contribute. Conducting one-on-one discussions and possibly using anonymous surveys or feedback tools can help uncover these underlying issues. Addressing the root causes rather than just the symptoms is crucial for long-term improvement.
Additional Tips:
- Conduct regular one-on-ones to allow for open communication and help identify issues before they escalate.
- Use anonymous surveys to provide honest feedback and insight into team dynamics and individual employee concerns.
- Consult with HR for guidance and tools for deeper assessment of behavioural issues.
- Review performance data to analyse patterns in performance, which can help identify potential personal or workplace issues that affect behaviour.
2. Implement Clear Communication
Effective communication involves expressing thoughts and expectations clearly and listening actively. Difficult conversation training for managers typically includes techniques such as mirroring the employee’s words, asking open-ended questions and summarising what the employee has said, which can foster better understanding and reduce defensive responses.
Additional Tips:
- Practice active listening to ensure you understand employee concerns by repeating back what you hear and asking clarifying questions.
- Provide specific examples when discussing issues to avoid generalisations that can lead to misunderstandings.
- Encourage open dialogue to foster an environment where employees feel safe to express concerns and ideas without fear of retribution.
- Use multiple communication channels such as emails, meetings and informal chats to reinforce messages and ensure clarity.
3. Set Explicit Expectations
Clearly defined roles and responsibilities can prevent many behavioural issues. Behavioural specialists recommend creating detailed job descriptions and conduct guidelines that are communicated from the start of employment. Regular reviews of these expectations, as well as updates as necessary, help ensure that everyone is on the same page and held to the same standards.
Additional Tips:
- Create comprehensive job descriptions to clearly outline roles and responsibilities and avoid ambiguity.
- Update documentation and expectations regularly as roles evolve.
- Hold alignment meetings to discuss expectations and gather feedback on any needed changes.
- Develop performance metrics to establish clear, measurable standards for evaluating performance and behaviour.
4. Use Positive Reinforcement
Recognising and rewarding good behaviour can reinforce the actions and attitudes you want to see in the workplace. This could be through formal mechanisms like bonuses or public recognition or through informal practices like verbal praise. Positive reinforcement encourages a focus on what is going well, which can motivate employees to continue those behaviours.
Additional Tips:
- Establish a recognition programme that implements regular opportunities for recognition, such as employee of the month or kudos boards.
- Offer constructive praise that is specific about what the employee did well and why it was beneficial.
- Incorporate rewards that matter, tailoring them to what employees value, whether it’s public recognition, private praise or something else.
- Celebrate milestones to acknowledge both big accomplishments and small wins to encourage continued effort and improvement.
5. Develop Tailored Interventions
A one-size-fits-all approach is often ineffective with difficult employees. Instead, interventions should be personalised. For example, if an employee struggles with time management, specific tools like time-tracking software might be offered or if interpersonal conflicts are an issue, conflict resolution training might be provided. Tailored interventions show that the organisation values the employee enough to invest in their unique development needs.
Additional Tips:
- Assess individual needs using assessments or surveys to identify specific areas where each employee might need support.
- Offer personalised training to provide access to courses or workshops that address individual weaknesses or development areas.
- Assign mentors or coaches to pair difficult employees with mentors for guidance and improved performance.
6. Encourage a Culture of Feedback
Regular, constructive feedback helps nip potential issues in the bud and supports a culture of continuous improvement. Encouraging employees to give feedback to each other and to management in a structured way fosters openness and continuous learning. Feedback should be specific, actionable and delivered in the spirit of helping the employee grow rather than criticising.
Additional Tips:
- Train all employees on how to give and receive feedback constructively.
- Implement regular review cycles for performance reviews and feedback sessions.
- Create feedback channels such as suggestion boxes or regular surveys.
- Model openness to feedback where leadership demonstrates a willingness to receive and act on feedback themselves.
7. Provide Adequate Training and Support
Many behavioural issues stem from an employee feeling overwhelmed or underprepared. A behavioural safety programme can teach employees the skills they need to succeed. Regular support from management, such as through mentoring or coaching, also helps employees feel valued and understood.
Additional Tips:
- Regularly assess skill gaps to identify and address areas where employees lack necessary skills continuously.
- Offer on-the-job training to supplement formal training with hands-on opportunities to learn in real work scenarios.
- Provide resources for self-help by making books, courses and other educational materials readily available.
- Establish a support network to create a system where employees can easily seek help from peers or superiors.
8. Promote Emotional Intelligence
Workshops and training on emotional intelligence can greatly benefit the workplace by helping individuals understand and manage their emotions and better navigate social complexities. Improving emotional intelligence can lead to better teamwork, fewer conflicts and a more supportive work environment.
Additional Tips:
- Host workshops regularly focused on emotional intelligence and its application in the workplace.
- Encourage reflective practices that promote the habit of self-reflection among employees to improve self-awareness.
- Use role-playing exercises in training sessions to simulate various interpersonal scenarios and develop empathy and understanding.
- Incorporate emotional intelligence into performance reviews to make it a part of the evaluation process.
9. Establish Consequences
While positive reinforcement is key, there also needs to be clear and consistent consequences for continued negative behaviour. These should be proportional, transparent and applied consistently across the organisation. Such consequences not only act as a deterrent but also signal to other employees that disruptive behaviours will not be tolerated.
Additional Tips:
- Document policies clearly to ensure all disciplinary procedures and consequences are well documented and accessible.
- Communicate consequences upfront so employees are aware of the ramifications of negative behaviour from the start.
- Apply consequences consistently to ensure that rules are enforced uniformly to maintain fairness and respect in the team.
- Provide an opportunity for improvement by offering guidance on how to avoid future issues before implementing severe consequences.
10. Mediate and Resolve Conflicts Early
Early conflict resolution can prevent small issues from becoming major disruptions. Mediation by a trained third party can help both sides feel heard and work towards a mutually acceptable resolution. This approach encourages direct communication and problem-solving, which can strengthen relationships and improve team dynamics.
Additional Tips:
- Encourage the immediate addressing of issues by promoting a policy where conflicts are addressed as soon as they arise.
- Use neutral mediators when necessary by bringing in a third party when conflicts cannot be resolved internally.
- Document conflict outcomes to keep records of how conflicts were handled and resolved for future reference.
Source: businesshint.co.uk
