Dealing With Difficult Employees

When it comes to managing people, learning when, and how, to deliver criticism can sometimes be the most difficult part of the job. Instead of communicating their expectations, supervisors avoid the problem hoping it will go away, or they talk around the issue, hoping the employee will get the hint. Understanding the most common types of problems and understanding how to send clear, effective messages are critical components of successful manager-employee relations.

Attendance Problems
“The number one employee problem is attendance and tardiness,” says Toni Talbot, owner and general partner of Williamston, Mich.-based Human Resource Management Services, whose clients include cement contractors and agricultural companies. Talbot says most employees with attendance problems fit into one of two classifications: ‘spenders’ and ‘hoarders’.

Spenders use all of their vacation time, for example, and it’s still not enough. According to Talbot reticence can send employees the wrong message. “If you let employees think you don’t care, you will have one problem [employee], then two, then three,” Talbot says.

Hoarders, on the other hand, refuse to take any vacation time, which may seem like a good idea from the standpoint of productivity, but it creates problems because it can upset your accounts since these employees must not only be paid for the time that they are at work, but also for vacation time that they did not use. Hoarders can also cost companies money if they pay for unused vacation time in cash.

Behavior Problems
In addition to attendance issues, behavioral problems can also create problems in the workplace. According to Talbot, one particularly troublesome trait is employees who think they know everything. This type of employee may attempt to bully or manipulate co-workers, Talbot says. To combat this, she suggests documenting the behavior. Keep track of each incident with an incident report, which records a basic description of what happens as well as the time and dates of the occurrence. Also document any discussions you had with the employee about his or her behavior.

Hygiene
Though it may seem out of place when discussing difficult employees, poor hygiene is actually a serious issue that has ramifications for both employers and employees. Nothing affects a businesses reputation more than the appearance and behavior of its employees. That said, poor hygiene is one of the most sensitive, uncomfortable topics to deal with in the work place. If you the unfortunate duty of having to remind an employee about their personal hygiene start by admitting that, ‘This is a very difficult thing for me to say. You need to improve your hygiene, it is impacting your reputation, and I would hate to have this issue hurt your career.’” In this particular situation, sensitivity is paramount.

Make sure that you reassure your employee that they are appreciated and that the advice is for their benefit. That said, you should “Expect emotion and allow it to happen,” Talbot says. As always, Talbot underscores the need to treat employees with respect and humanity Regardless of the issue, Talbot recommends dealing with the problem head on. “Don’t try to leave hints. It never works, and it’s very offensive,” Talbot adds.

Termination and Law Suits
In situations where employees do not respond to advice or suggestions, you need to officially put them on notice. The first thing you should do is set parameters explicitly spelling out what sort of improvement you need to see and within what time period. The idea is let employees know that something is coming instead of blindsiding them. They may not like it, but they can feel they’ve been given a fair shake to turn it around. Employers who prefer to let employees go without giving them a chance to improve or address their issues betray their own discomfort with confronting employees head-on.

On the other hand, there are employers at the other end of the spectrum who embrace confrontation and believe in terminating insubordinate employees despite a lack of procedures or supporting documentation, which is a risky practice. It’s always a good idea for employers to protect themselves in every situation that involves employee termination. “At-will employment isn’t the panacea that employers think it is,” Talbot says. “There are a number of protections employees have that supersede at-will, but require a stronger case from both parties.” Causes of action that so-called at-will employees can take up include discrimination on the basis of a protected classification, harassment and retaliation for a worker’s compensation claim.

Doing it Yourself
Even the smallest companies need to create policies and guidelines to direct employee behavior. If you decide to do it yourself, make sure you have a lawyer read over your handbooks and other documentation to make sure your policies aren’t inadvertently illegal or inappropriate. Alternatively, consider hiring a consultant on a contract basis to help establish procedures and act as a neutral third party. Regardless of how you decide to proceed you should acknowledge that problem employees can turn up, even if they are exception to the rule; there’s no reason not to be prepared with a clear plan should the need for action arise.