It has been said that “difficult employees” are easy to spot; however, before you assign that label to an employee, consider our example employee, Stewart. As a candidate and as a new hire he was impressive, but now, not so much. Stewart has become aggressive and lacks tact. He wants to take on too much, too soon and his nervy tendencies irritate his co-workers and supervisor.
Stewart sounds like a difficult employee, but could he merely be a “high-maintenance” employee? He may be a challenging, albeit a talented and valuable asset? Before you write Stewart off, you should get to know him.
Defining High-Maintenance
High-maintenance employees want to do things their way — they don’t respond well to being directed, however, they can be coached and will respond well to options. For example, make sure that Stewart understands how his actions impact your operation, either positively or negatively. Avoid telling him what he can’t do or is doing wrong; instead, find out what frustrates him about his work and consider what he suggests as an alternative approach. What he proposes must be acceptable to you, but keep in mind that by their nature, high-maintenance workers are innovative problem-solvers.
High-maintenance employees may be mavericks, but do not overlook the reality that they are naturally results-oriented, high-achievers. Take a good look at the Stewarts in your organization — evaluate them, and uncover their work styles and their workplace motivators before you label them a difficult employee, as you may be dealing with a high maintenance “gem.”
How to Deal with Difficult Employees
If Stewart is determined to be a truly difficult employee there are steps that you can take. Working with difficult people can be hard, but managing someone whose behavior clashes with your expectations can cause major tension. Experienced supervisors know that they must separate emotions from job requirements. Smart managers put their focus on tasks, projects and outcomes. Personal feelings cannot interfere, and all employees must be treated the same way.
Too often, though, managers turn away from or ignore their least favorite employees. They avoid interaction with the employee and write them off, preferring to do the job themselves. This kind of avoidance is not only a management mistake, but can create legal problems for the employer. Difficult employees that frequently “bump heads” with management are the ones most likely to file lawsuits when they feel wronged.
When faced with employees who don’t do what is asked, it is better to devise a strategy for making the best of the situation which can be potentially explosive. You can take the following steps to make it easier for them to comply:
1. Confront problems head-on. If you don’t like an employee, chances are they probably feel the same about you. Clear the air and acknowledge any ill will to help the employee focus on getting the job done.
2. Seek confirmation. When you give instructions, don’t assume you are fully understood. Ask the employee to explain what you said and what your expectations are for the job.
3. Stick to behavior. Don’t let a person’s attitude or personality interfere with the job. Focus on describing the work and your expectations.
4. Speak and Write. After explaining the assignment, have the employee confirm their understanding, ask questions and make suggestions--then follow up with e-mail or memo to summarize the assignment and reinforce the deadline.
5. Talk on the employee’s turf. A practical way to encourage difficult employees to comply is to meet them on their own ground, not yours. Calling them into your office could instantly put them on the defensive.
Ted Szaniawski is founder and Principal of HRGroup, a provider of Human Resource support services, including hiring practices, compensation programs, talent development and more. For additional info, or to suggest a topic for a future article, email:[email protected].
Margaret Jacoby, SPHR is President & Principal Consultant of MJ Management Solutions Inc., a strategic partner of HRGroup, serving emerging businesses in the areas of HR compliance and support.
