1. 12 Rules for Defusing Problematic Employees

2. 12 Rules For Defusing Problematic Employees 2 There are ways to deal with difficult employees. Take action as soon as the difficult behavior pattern becomes evident. Some difficult employees have no idea that their behavior is a problem. Dont Ignore the Problem Rule 1

3. 12 Rules For Defusing Problematic Employees 3 Identify difficult behavior in factual terms. Identify Difficult Behavior Rule 2

4. 12 Rules For Defusing Problematic Employees 4 Gather the facts. Make a thoughtful evaluation of the facts. Identify Difficult Behavior Rule 2

5. 12 Rules For Defusing Problematic Employees 5 Take timely action. Be positive. Create an action plan that addresses the situation. Identify Difficult Behavior Rule 2

6. 12 Rules For Defusing Problematic Employees 6 Identify Difficult Behavior The only action plan that may guarantee failure is... Rule 2

7. 12 Rules For Defusing Problematic Employees 7 What is it about the employees behavior that adversely impacts his/her work? What have I actually witnessed? What do I want the employee to do? Identify Difficult Behavior Rule 2

8. 12 Rules For Defusing Problematic Employees 8 Establish rapport. Allow enough time. Focus on the problem. Understand the employees perspective. Get Agreement That the Problem Exists Rule 3

9. 12 Rules For Defusing Problematic Employees 9 Help the employee explore solutions. Discuss potential obstacles. Agree on a solution. Get his/her commitment. Once the Agreement is Reached Rule 3

10. 12 Rules For Defusing Problematic Employees 10 Be a Coach, Not a Cop A coach: Helps problematic employees get back on track. Listens to their employees. Supports employees in setting/achieving goals. Works to bring out the best in employees. Rule 4

11. 12 Rules For Defusing Problematic Employees 11 Be a Coach, Not a Cop Stop thinking about employees as people who need to be controlled. Endorse effort and growth. Take complete responsibility for how you are heard. Remember the Platinum Rule. Rule 4

12. 12 Rules For Defusing Problematic Employees 12 What is it about the employees behavior... What have I actually witnessed? What do I want the employee to do? Master the Skill of Giving Critical Feedback Rule 5

13. 12 Rules For Defusing Problematic Employees 13 Explain the purpose of the meeting. Balance the power. Treat feedback as information Let the employee know exactly what behaviors to continue. Rule 5 Master the Skill of Giving Critical Feedback

14. 12 Rules For Defusing Problematic Employees 14 Keep an open mind. Remember that your position as a manager makes some employees extremely sensitive to... Temper... Rule 5 Master the Skill of Giving Critical Feedback

15. 12 Rules For Defusing Problematic Employees 15 You have to get the employee talking. Ask the questions. Never answer for the employee. Rule 5 Master the Skill of Giving Critical Feedback

16. 12 Rules For Defusing Problematic Employees 16 Develop an agenda. Practice. Anticipate denial. Argue the business case. Explain the Consequences Should the Behavior Continue Rule 6

17. 12 Rules For Defusing Problematic Employees 17 Its important to the department (team) that we all have a comfortable place to work. You have responsibility to everyone to act in an appropriate and respectful manner. Failure to do so will ultimately impact your performance reviews and opportunities for advancement. Explain the Consequences Should the Behavior Continue Rule 6

18. 12 Rules For Defusing Problematic Employees 18 Before you tell someone what they did wrong or punish... Describe the bad behavior as clearly as possible. If you gave the original instructions for the task that resulted in bad behavior, you may want to take the blame. Use Positive Reinforcement Rule 7

19. 12 Rules For Defusing Problematic Employees 19 Show trust that you have confidence in their ability to change. As their performance improves, you need to consistently reinforce the changed behavior in a positive way. Use Positive Reinforcement Rule 7

20. 12 Rules For Defusing Problematic Employees 20 Ask for clarification. Help me here; it sounds like youre saying that we need to re-evaluate this quarters budget. Just to confirm were on the same page, are you saying... Focus on Listening Rather Than Arguing Rule 8

21. 12 Rules For Defusing Problematic Employees 21 It sounds like youre very concerned about… Im sorry, Im not seeing your point. Do you mind filling me on how we can better handle this situation? Focus on Listening Rather Than Arguing Rule 8

22. 12 Rules For Defusing Problematic Employees 22 The less you say, the more likely you are to be heard. The employee will finish venting sooner and then be more open to hearing what you or others have to say. Focus on Listening Rather Than Arguing Rule 8

23. 12 Rules For Defusing Problematic Employees 23 Put on Your Rose- colored Glasses Rule 9

24. 12 Rules For Defusing Problematic Employees 24 Provide appropriate rewards. Clearly define job expectations. Engage peoples desire to contribute by showing them how their work... Celebrate success! Engage Them! Rule 10

25. 12 Rules For Defusing Problematic Employees 25 An employers records can be vital evidence. Sugar-coated performance evals... Provide accurate documentation. Avoid anything that suggests prejudice. Document Rule 11

26. 12 Rules For Defusing Problematic Employees 26 Disciplinary policies. Proof that the employee had knowledge of the above. Eyewitness accounts. Document Rule 11

27. 12 Rules For Defusing Problematic Employees 27 Rule 12 Schedule follow up performance- related meetings with the offending employee.

28. 28 Thank You Carol A. Hacker & Associates 209 Cutty Sark Way Alpharetta, GA 30005 (770) 410-0517 carol@carolahacker.com www.carolahacker.com

29. 29 Carol Hacker is a speaker, seminar leader, corporate consultant and author. She has over twenty-five years of human resource management experience and has been the president of Hacker & Associates since January 1989. Carol specializes in teaching executives, managers, supervisors, team leaders and business owners how to more effectively meet the leadership challenge. Carol has developed and facilitated training programs for over 500,000 people in business, industry, and government. Her customized seminars, presented in a powerful, professional environment, have helped organizations of all sizes educate and motivate their leaders. Contact Carol for more information on her customized in-house seminars, books and audio CDs. Carol A. Hacker & Associates 209 Cutty Sark Way Alpharetta, GA 30005 770-410-0517 www.carolahacker.com About the Facilitator