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As a manager, you've probably had to have difficult conversations with your hourly employees. Maybe it’s because they haven’t been good team players. Perhaps it’s because they’re often in disagreement with their coworkers. It may be because of poor work ethics. All of these may be signs that you’re dealing with a difficult employee.
Such situations are inevitable, and they’re fundamentally problematic as they could lead to poor team morale, conflicts and even severe disputes. In the long run, it would ultimately lead to a loss in productivity and sales, which is detrimental to your organization.
Here are six tips that can guide you on how to deal with difficult employees on a professional level; which will hopefully help in solving the situation amicably and maintain the performance of the business and morale of your other employees.
How to Deal With a Difficult Employee: 10 Tips
1. Remember that it's never about the person, but rather the behavior
Even before you broach the matter with the employee, have a think about what you'd like to say and how to best say it. If you're overly emotional or provide feedback that sounds like a personal attack, your employee may become defensive and argumentative, which won’t help the situation. If your employee feels like they’re being ganged up on, they’ll likely also shut down, which won’t allow both of you to have a productive conversation.
Your priority should be to find out why your employee is behaving the way they are, offer feedback and eventually find a common consensus. While your employee may seem unreasonable or downright stubborn, it’s important to keep the conversation rooted in facts and to not let it get off course by letting emotions take over.
Go into the conversation with an open mind, and be sensitive about how you bring up the topic. Everybody makes mistakes, and they may not be aware of what they've done wrong.
2. Find out the root cause
Before immediately jumping to a conclusion, try to figure out the why behind your employee’s actions. Everything happens for a reason. Could it be that they're facing trouble with a certain teammate? Are they struggling with a situation back at home? Are they generally not coping well with their workload?
By having small (and often!) chats with your employees, you’ll be able to understand their circumstances. Speak to them about their current situation before bringing up their mistakes, as it could uncover underlying issues. When you get to the root of the problem, you will then be able to help them think of solutions or even resolve the problem yourself, if needed.
As a manager, it’s also a good idea to set up regular catchup sessions with every team member to find out how they've been doing and if they're thriving. This will help you uncover potential problems even before they come up.
3. Provide clear and detailed feedback
This is the hardest part—how to have a difficult conversation with your employee. As mentioned before, plan what you would like to say, and how you should say it.
As you think about what you want to say, be sure to provide your employee with specific examples of their negative behavior, and the consequences of such behavior on their teammates, the organization and themselves. Doing so will also reduce the employee's defensiveness and give them an understanding of why it's a serious problem that needs to be fixed.
During the conversation, it may be appropriate for you to give your employee feedback and guidance on how to correct their behavior. Make sure your advice is direct and to the point without sounding like it's a personal attack. If possible, work with your employee to determine an appropriate solution and game plan you can both commit to. This could be an action plan or goals that they can work towards over a period of time. Ensure that realistic standards are set, and give them time to correct their mistakes. If it helps, consider providing additional incentives or benefits that may motivate them to perform better.
If your hourly employee maintains their position and shows unwillingness to change their behavior, it’s crucial to emphasize the consequences that will follow if the same issue occurs again. Make it clear that such actions are not tolerated in your organization, and that there will be repercussions if they don’t put in the effort to change for the better.
4. Be open
Remember that your goal is to have a two-way conversation with your employee. This means that you should also be open to any feedback that they may have. If they bring up any workplace issues that resulted in their behavior, acknowledge and address them. Both you and your employee should make the effort to reach mutual understanding.
As a manager, you will also have the authority to correct any misunderstandings, or make adjustments that the employee will otherwise have no say over. Should you need to step in to rectify the situation, please do so.
5. Keep track and document problematic behavior
After an agreement has been reached, continue to document any form of problematic behavior from the employee. Take note to keep a detailed record, including the date and specific information on what occurred. This acts as evidence and serves as a good point of reference, especially in the event that the employee sues the business for wrongful termination.
On a lighter note, it will also help facilitate future conversations with the employee as you have the incident recorded down, which makes it hard to rebut. These conversations could occur during their performance review , or regular catch up sessions, and can be helpful in reminding them on how they can continue to improve.
6. Conduct damage control
Depending on the situation, you may need to remove the employee from the environment—separating employees who are fighting, assigning the employee a new workstation, etc.—to prevent further damage. If the challenge is that the employee lacks motivation or the right skills, consider providing them additional training, relieving them of their workload or making changes to their job description.
If the employee is still not showing signs of improvement, or causes more problems, this may be a time to consider letting them go . Schedule meetings with the HR department, or your superiors to discuss how to deal with the employee, be it temporary suspension or termination. While it may not be easy to make such a decision, it may be necessary to prevent the problem from snowballing and eventually affecting the work on an organizational level.
Dealing with difficult employees may be challenging, but having a great culture , empathy and mutual understanding go a long way in helping to resolve the problem amicably!
7. Involve a Mediator for Conflict Resolution
In small businesses where staff members often wear multiple hats, a challenging employee can have a negative impact that reverberates through the whole team. Business owners, particularly new managers, might find themselves ill-equipped to deal with the complexities of employee behavior and performance. Enter the mediator—a neutral third-party expert skilled in defusing interpersonal conflicts and suggesting improvement plans.
When an employee's bad attitude or poor performance begins to jeopardize the well-being of good employees, disciplinary action alone may not suffice. A mediator can read the body language and underlying tensions during facilitated conversations, helping to pinpoint whether personal issues from an employee’s personal life are contributing to a negative attitude at work. This nuanced understanding may be missing if business owners or managers try to resolve the issues without external help. Having this third-party perspective can also lend credibility to any steps taken afterwards, whether it's an improvement plan or more serious disciplinary action.
The bottom line is that how to deal with a difficult employee is often a question without easy answers. Engaging a mediator can be an invaluable strategy, offering a timeframe for measurable changes and linking professionals through platforms like LinkedIn for ongoing support
8. Offer Professional Development as a Retention Strategy
Instead of pushing problematic staff members toward the exit, consider an approach that could not only improve their performance but also turn them into assets for the rest of the team. Offering professional development opportunities can be a game-changing retention strategy that pays dividends in the long term.
An effective professional development plan isn't just about enrolling an employee in a course or two. It involves a thoughtful analysis of where the employee's performance is lacking and what skills they need to improve. Human Resources usually takes the lead in identifying these areas, sometimes in consultation with other team members. By tailoring a development plan to address specific gaps, a manager shows not only the willingness to invest in the employee's future but also a commitment to evolving the skills within the team.
This method serves a dual purpose. First, it improves the skill set of the challenging employee, making them more valuable to the team. Second, it signifies to the rest of the team that management is committed to growth and development for everyone.
A good manager knows that how to deal with a difficult employee often involves a balanced approach that benefits both the individual and the team. By focusing on professional development, the manager turns a potential liability into an asset, ultimately enhancing the overall performance and cohesion of the team.
9. Monitor Burnout: The Silent Culprit Behind Poor Performance
Burnout is an under-recognized yet pervasive issue that can disguise itself as poor performance or even disruptive behavior in the workplace. Often, what might initially appear to be a problematic employee might just be a good worker who is suffering from prolonged stress and fatigue.
Employers must be vigilant in monitoring for signs of burnout, as it not only affects the individual but can also have a ripple effect on the team's overall productivity and well-being. Implementing measures like more frequent breaks can offer immediate relief.
Short pauses during the workday offer employees a chance to recharge, both mentally and physically. Yet, that's just the tip of the iceberg. For a more systemic approach to combating burnout, consider incorporating stress management workshops into your team's routine. These workshops can provide essential tools for managing workload and stressors, thereby directly improving employee performance.
Employee Assistance Programs (EAPs) offer another layer of support. Tailored to combat burnout, these programs often provide confidential counseling services, helping employees navigate both professional and personal challenges that may contribute to their stress levels. By providing these resources, employers send a strong message: they are committed to their team's well-being and are proactive in addressing issues that impact performance and behavior.
10. Foster a Positive Workplace Culture to Encourage Better Behavior
Often overlooked, the importance of a positive workplace culture cannot be overstated when it comes to dealing with difficult employees. The work environment significantly influences the behavior, productivity, and overall morale of your team. A toxic culture can exacerbate existing problems with challenging employees, while a supportive and inclusive culture can act as a buffer against conflicts and bad behavior.
Fostering a positive work environment and company policy starts with leadership setting an example for the team. Whether it’s through open lines of communication, team-building activities, or providing space for employees to voice their concerns, creating a positive culture can greatly reduce instances of difficult behavior.
Encourage teamwork and collaboration by recognizing the efforts and achievements of both individuals and the group as a whole. Acknowledgment of accomplishments can boost morale and job satisfaction, thereby reducing instances of poor behavior. Additionally, a welcoming and diverse environment can help build a stronger, more united team. This makes it easier to deal with individual issues, as a strong team can provide a support system for difficult people.
By investing in the well-being and happiness of your employees, you’re not just solving immediate problems but also preventing future challenges and performance issues. A positive company culture can bring out the best in a difficult employee, and make your management tasks far more manageable.
Wrapping Up
Navigating the complexities of how to deal with a difficult employee is an inevitable yet critical aspect of leadership. Implementing the 10 strategies we've outlined can serve as your toolkit for transforming workplace dynamics.
By diligently applying these measures, you're not just putting out fires in the short term; you're building a resilient, cohesive team that’s equipped to meet challenges head-on. In this way, adeptly managing difficult employees doesn't just resolve individual issues—it amplifies the strength, productivity, and morale of your entire organization.
