DEALING WITH DIFFICULT EMPLOYEES

We all have to deal with a difficult employee once in awhile. I often get asked about this, especially about people who throw temper tantrums. Remember, they are using a behavior that has worked for them many times before. If they get angry, scream and shout, make people fear them, they get their way. You can't ignore this behavior, as it forces co-workers to work in fear or quit and sometimes it leads to violence.

People do things based on consequences that happen afterwards. If there is a positive reward (getting their way) for negative behavior (yelling and screaming), they will continue it. If there is a negative consequence for the behavior, it will usually cease and desist. You must be sure there is an immediate and severe negative consequence.

Learn to act quickly to neutralize the situation before it turns dangerous. Quickly set a meeting where you confront the situation. Have another management person or someone from HR present as a witness. Allow no interruptions. Let the person know the behavior you have seen, heard, or seen the results of. Have written anecdotes of what took place. Stick to the behaviors and stay away from their personality or attitude. You are not a trained psychologist (except for my EPA friends reading this). People must know what behavior or standard is expected or they fill in the blanks.

Get them to admit that their behavior is a problem. They have to state aloud that it is a problem. They have to state the consequences of continuing the behavior, after you explain what the consequences will be. Most people don't intentionally try to get fired. Once they realize their behavior will not be tolerated, and can lead to termination, they usually resolve to change the behavior.

Get them to express the reasons why they are exhibiting the behavior. This is not allowing them to make excuses. You just want to be sure that there is not something that you can immediately do as a manager to resolve the situation. If they are frustrated by an overwhelming amount of work or lack of certain materials or training, this is something you can fix.

Get them to come up with solutions to the problem. More than one solution is possible. Agree with them on the best solution, and set a deadline date for implementing the solution and changing the behavior. Realize when you can't fix the problem. If the person has severe problems and needs counseling then it's time for them to see an EAP or seek outside help. If you see the employee is not going to change, no matter how many times you sit down and talk, then you need to start moving forward with termination.