This document provides guidance on performance management and addressing problem behaviors in employees. It begins by advising managers to start performance discussions on a positive note by acknowledging strengths before identifying specific problem behaviors. Examples are given of behaviors to address rather than personal traits. The document then outlines steps for discussing problems with an employee, including setting clear expectations for improved behaviors and follow up. It also provides tips for effectively listening to the employee response and dealing with a resistant employee. Finally, it suggests identifying employee strengths and leveraging them to turn a problem employee into a star performer.
4. “You know, Jim, your work hasn’t been up to
it’s usual high standards lately. I’m
wondering if we can talk about the reason
for this. I’m concerned about you.”
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5. Start with a positive
Thor can be a very effective member of
our team.
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7. Behaviors not Traits…
Sloppiness: Missing errors when
proofreading, mispacking orders,
performing inaccurate accounting work.
Disruptive: Complains. Criticizes other
departments. Tells staff how they are
being taken advantage of.
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8. What Can You Say Instead of:
Lazy?
Not a team player?
Bad attitude?
Intimidating?
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9. Describe the behavior
Unfortunately, Thor is often late to work and
not fully engaged until 45 minutes into the
workday. During the last three week period,
there were 7 times when Thor was 15
minutes or more late to work. When he
arrives at work, he takes 30 minutes getting
coffee and talking to his co-workers before
getting to his desk to work.
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12. Getting Thor to Work
Over the next 3 months Thor needs to
focus on attendance: be at his desk and
ready to work by 8:00.
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13. Summarize and Thank the Employee
Thor, I appreciate your willingness to
address the performance issues we
discussed today. I have every confidence
that you can and will succeed in making the
changes needed to assure your success on
the job.
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15. 1. Start with a positive
The Hulk is a very enthusiastic team
member. He is the first person at his desk
every morning and remains focused
throughout the day.
What comes next?
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16. Identify the Problem
However, the Hulk exhibits poor customer
service techniques. He has been observed
slamming the phone onto the hook when
frustrated by a caller, and last week he
punched a student in the nose. He also was
overheard telling a parent, “Nanny nanny
boo boo it sucks to be you. You pay your bill
or I smash your face.”
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17. Describe the Problem
What do you say to Hulk?
1. Your customer service skills need
improvement.
2. I have heard you slam the phone down when
you get frustrated with the caller.
3. I overheard you telling a parent, “Nanny nanny
boo boo it sucks to be you. You pay your bill or
I smash your face.”
4. Last week you punched a student in the nose.
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18. Identify Alternative Behaviors for Hulk
Attend customer service training
Work with a more experienced customer
service mentor
Review calls with his supervisor once per
week
Participate in outbound customer service
surveying calls
Sit as a call reviewer with team leads to
listen to how they perform on the phone.
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19. The Problem
Employee responded inappropriately to an
email from the Dean. Employee was rude
and nasty, referring to the Dean as “your
loftiness” and telling the Dean that if she had
planned better, she wouldn’t be needing this
report at the last minute.
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20. Practice
Come up with an action plan for the
employee who sent the rude email to the
Dean.
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22. Follow up
Set up a follow up meeting to discuss
progress.
Shows the employee you care
Gives employee a time frame
Holds the employee accountable
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26. Show that You Are Listening
Open posture
Eye contact
Nodding receptively
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27. Listening Roadblocks
Advice: You should get up earlier in the morning.
Why: Why did you do that?
Reassure: You’ll feel better tomorrow.
Criticize: That’s what happens when you
procrastinate.
Interrupt: That’s nothing! Listen to this!
Related stories: I had the same thing happen to
me!
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28. Ask Open Ended Questions
What happened next?
What was your reaction?
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29. Reflective listening
So you believe that if your work hours
were adjusted, you would have an easier
time getting to work on time?
So what you are saying is that it is difficult
for you to work in our office because of the
background noise?
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30. Ask “what next” questions
What have you done to resolve the
problem?
What else do you think could be done?
What have others tried in similar situations
that worked?
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33. How to Respond to the
Resistant Employee
Remain calm.
Focus on behavior.
Broken record.
Step away and reschedule.
Ask for help.
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34. “It's not what I say; it's the way that
I say it. It's not what I do, it's the
way that I do it.”~ Mae West
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35. Factor Yourself into the Problem
What am I doing wrong?
How do I contribute to this problem?
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36. Factor Yourself into the Problem
Enabling
Poor communication
Lack of clarity
Reactive
Failure to get all the details
Projection
Protection
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37. Characteristics of Effective Supervisors
Took time to listen to me.
Saw me as a person, not just an
employee.
Cared about me personally and helped if I
had personal problems.
Set a good example.
Let me know I could do more than I
thought I was capable of—stretched me.
(cont)
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38. Characteristics of Effective Supervisors
(cont)
Never pulled rank—rolled up his or her
sleeves and pitched in.
Didn’t keep me in the dark—let me know
what was going on.
Praised me for a job well done and let me
know in a straightforward manner when I
didn’t do a job well.
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39. ICING ON THE CAKE
Turning a Problem
Employee into a
Star…
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40. Identify strengths
Thor exhibits excellent customer service
skills. He takes the time to listen to each
customer and to carefully explain the
situation, working with the customer to find
a satisfactory resolution.
The Hulk is wildly enthusiastic about TCU.
He wears purple every day, attends every
sporting event and volunteers to mentor
students in his spare time.
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41. Put those Strengths to Work
Ask Thor to put together training on how to
handle difficult customers, to mentor Hulk
on improving his customer service, or to
join the customer surveying team to help
design follow up questionnaires.
Ask the Hulk to chair the department’s
Campaign for TCU.
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