What should managers do when confronting an employees difficult personal problem?
Managing difficult employees is an unwanted but all-too-common issue for employers and managers. But where there are problems, they must be dealt with quickly and in the correct way to reduce any toxic impact on team morale and performance and to avoid the matter becoming a legal complaint. Show
A difficult employee could be someone who fails to conduct themselves in a responsible or professional manner within the workplace. Or it could be someone whose behaviour negatively influences and affects other employees, creating a hostile working environment and draining attention and productivity. For employers, it is important to recognise difficult behaviours and to understand what action they should take. Depending on the circumstances, this could include ways to positively influence and encourage behavioural change, and in some cases, escalating to disciplinary action. Types of difficult employeesUnderstanding different kinds of difficult traits and behaviours helps employers to proactively identify potential issues and inform how best to manage the issue or the individual. The GossipAlthough workplace gossip tends to start off innocuously, if it gets out of hand, it can lead to a significant decrease in a team’s productivity. This type of employee can become toxic, and when they are so preoccupied with flitting between others to gather and proclaim stories, their work suffers. In addition, unfounded rumour can turn into workplace politics and cause factional splits which will need to be dealt with. By ensuring your employees have sufficient time during sanctioned breaks and at after-work events, they should stay more focused during their working hours. For persistent offenders, it may be advisable to speak with them directly. Any discussion should be documented in order to avoid any repercussions. The ‘Yes’ PersonOn the face of it, such a characteristic may not seem problematic. However, it could be an indicator of disengagement. Sources suggest these types of employees are most likely to put in the minimum effort and nothing more, waiting for detailed instructions, without taking any initiative. In some cases, this may result in a performance issue, if a disproportionate amount of time and effort is required to supervise or manage the individual and their output. Or they may be struggling with their work/life balance, in which case a hybrid working arrangement such as flexible working or working from home could help improve engagement. The ProcrastinatorProcrastinating does not always have to be bad. Some creative employees use procrastination productively and if they can show you they can innovate whilst doing their job, think about letting them take their time. However, deadlines should be communicated and explained clearly to avoid any confusion or misunderstanding as to when work must be completed by. If an employee misses deadlines or submits low-quality work, this may be a capability or disciplinary issue (insubordination) depending on the circumstances. The Excuse-makerSimilar to the procrastinator in the way they attempt to avoid work, the excuse maker is more creative. They will probably make elaborate excuses for why they are late, or why they missed a deadline. Other common characteristics of the excuse maker include high absenteeism, low energy, and lack of motivation. You should remember these types of employees can impact team productivity, and if their behaviour is mimicked by others who perceive the conduct as being acceptable by management. So it is best to stop such behaviour early on. The NarcissistThese types of employees are usually high achievers and excellent performers. However, they rarely seem to recognise the value of a strong team, preferring to work independently. The problem here is that any business needs team co-operation to meet challenging targets, so anyone whose behaviour undermines this need to be addressed. The OvertimerYour hardest worker could inadvertently become your most toxic employee. When this type of employee falls into workaholic behaviour and never takes time off, even when they are ill, they are prone to burn out and can easily make mistakes due to stress, or find themselves signed off work due to stress-related illness. Ensure your employees use their annual holiday and encourage de-stressing activities that take their minds off their work for a while. The GrumpThese employees complain about everything, all the time, whether there is perceivebly a reason to or not. They do not seem to be satisfied with anything, which ultimately causes team negativity. Building a listening environment where employees’ feedback – positive and negative – are heard, acknowledged and acted on can create a more positive culture and a happier, more content workforce. The SageThose employees who seem to have an answer for everything, can be dangerous in so much as they refuse to accept or even acknowledge a different point of view. Employees who display this type of behaviour can become toxic because they refuse to accept feedback, which in turn affects their capacity to improve performance. The BullyIt only takes one bullying employee to ruin the morale, cohesion, and effectiveness of an entire team. And if placed in a customer facing role, they can cause serious damage to your reputation, which ultimately affects your bottom line. You should take employee complaints seriously, carefully documenting negative behaviours. How to manage difficult employeesStrategies for managing difficult employees will depend on the circumstances. Common ways to approach difficult employees generally include:
Can you dismiss a toxic employee?If you are planning to dismiss an employee, you should first work out how long they have been employed by you. If they have less than two years’ service, they cannot typically claim unfair dismissal. Providing there is no discrimination involved, you can dismiss them by giving them either statutory notice or the amount of notice they are entitled to receive under their contract. That said, it is always wise to seek legal advice before making any rash decisions because you may still find yourself in the grips of an employment tribunal. For those employees with more than two years’ service, there is nothing to stop you having a ‘protected’ or ‘without prejudice’ conversation to agree to leave the company, using a settlement agreement to prevent any claims being made. Of course, if you want to follow a formal process you should:
Need assistance?DavidsonMorris’ specialist HR consultants provide expert guidance to employers on all aspects of workforce management and engagement, including training and advice on dealing with difficult employees. Working closely with our employment law colleagues, we offer employers holistic guidance to protect the best interests of your organisation. For help and support, contact us. Dealing with difficult employees FAQsHow do you handle an employee with a bad attitude?There are several strategies to deal with a toxic employee: do not write off the negativity, reject excuses, make the employee part of the solution, force positive behaviour, develop an action plan and know when to say goodbye. How do new managers deal with difficult employees?Try not to take their behaviour personally, stay professional and avoid becoming angry and frustrated. Give clear, behavioural feedback after obtaining the facts, and above all, remain objective. What are the signs of a toxic employee?Unhappy employees tend to emit negativity. Other symptoms include high levels of absenteeism, low energy, and lack of motivation. Such behaviours have a significant impact on staff morale and productivity. How do you manage unmanageable employees?Set firm written expectations and be clear that there are certain behaviours that are unacceptable in the workplace. Improvement plans should always be documented, which set out any consequences if things do not change for the better. Last updated: 11 August 2021 |