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In the workplace, there are many times when a supervisor or manager simply cannot accept poor behavior. When they choose to do so, not only do they compromise the core values of the organization (like treating all individuals with the highest levels of dignity and respect), but their credibility and ability to hold staff accountable also comes into question.
The longer poor or disruptive behavior is allowed to continue in the workplace, the more difficult it is for supervisors and managers to maintain a productive, harmonious work environment. Therefore, in order to demonstrate your effectiveness as a leader, poor or disruptive behavior cannot be tolerated or allowed to persist.
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Almost no one gets enjoyment out of having to pull an employee to the side to discuss their behavior; whether it’s because the employee was disrespectful to a co-worker or was insubordinate to you as their leader. Why? Because most people don’t like conflict and would rather turn a blind eye to the situation than risk the chance of being insulted if they confront the employee head on. And, the problem is that the longer you let these type situations go on, the more the employee will challenge you in the future with even worst behavior. So, you must come to the realization that there is no alternative but to directly confront the issue in a professional manner.
Tips for Effectively Confronting Poor Behavior
- Address the issue immediately. If you cannot address the issue right away, make sure you do so before the end of their shift when it is still fresh in both of your minds. Waiting until the next day will only make the situation worst, and give the employee an opportunity to say they don’t know what you are talking about.
- Discuss the matter in private. Never correct or counsel an employee concerning their work performance or behavior in public or in the presence of other employees. This will increase the chances of the situation escalating into a loud shouting match that may embarrass the both of you. Tap the employee on the shoulder, find a vacant office or conference room, ask them to sit down, then explain specifically what the problem or issue is that needs correcting.
- Be very polite. There is no need to be aggressive or disrespectful about the situation; you should see this as an opportunity to coach and counsel the employee to ensure improved performance. As they raise their voice, you should maintain a professional tone and remain calm.
[ Read: Bullying in the Healthcare Workplace, Part 1: How It Impacts Everyone ]
- Allow them to respond. Listen carefully to the employee’s side, letting them talk (for at most 10 minutes) without replying. If the employee’s tone becomes rude or disrespectful, you should pause and allow the employee to respond. Do not talk over them, do not return with abusive language, but also do not back down on your position.
- Don’t take it personally. There could be other reasons for the aggression like personal issues outside of work, disregard of authority, or just plain jealousy. It’s not your job to assume why they are being aggressive, but it is your responsibility to stick to the issue at hand. If the employee continues to be argumentative and disrespectful, bring the conversation back to its original purpose and ask another manager to sit in on the remainder of the meeting.
- Explore solutions together. Involve the employee in deciding what is needed to resolve the issue; this makes them just as accountable as you are for improved performance. If the poor or disrespectful behavior was a result of something that occurred at workplace, suggest that in the future they come to you instead of taking it out on others. Show them that you care and that you are committed to their success, but also that you cannot tolerate continued unacceptable behavior.
- Reinforce the behavior you want corrected. Firmly, but politely reiterate what the employee did wrong, why you are addressing it, and what are the consequences if it happens again. Do not allow the employee to intimidate you; if this is the first time you have brought this to their attention, the situation may warrant a verbal warning. However, if this issue has been addressed in the past with little or no improvement in their behavior – then it’s time for a written warning that will go in their personnel file.
- Notify senior leadership. Make sure your Manager, Senior Leader, or Human Resources representative is aware of the incident so they are prepared if it escalates. This is why documenting the incident (whether it’s a verbal or written warning) is the best policy. Long-term employees have a tendency to go above your head and complain about the counseling session, but if you follow proper protocol and handle the situation with a high level of professionalism you should have little to be concerned about.
Bottom-line, confronting unacceptable employee behavior in the workplace is not easy the first, second, or third time you have to do it. However, with time and experience, your confidence and comfort level will certainly increase. If employees believe that you will not hold them accountable for poor performance, they will not take you seriously as a leader.
[ Read: 5 Reasons to Distinguish Between Difficult People and Difficult Behavior ]
In the final analysis, not confronting the issue with a sense of urgency not only hurts the employee’s chances for growth and career advancement, but also damages your reputation with the organization.
Following these tips for effectively confronting unacceptable behavior is not only guaranteed to help your team grow and flourish, but also ensure you create and sustain a productive harmonious work environment.
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About the Author: Theo Gilbert-Jamison is CEO of Performance Solutions by Design; a global performance consulting firm that caters to luxury and premium brands with an emphasis on transforming organizational culture. She is also the author of two books, The Six Principles of Service Excellence, and The Leadership Book of Numbers (Vol. I). As the creative force behind the innovative concepts and methodologies utilized by Performance Solutions by Design, Theo is a highly sought after speaker and consultant to CEOs and senior executives in high profile organizations. For more information visit her website or you can reach her by email tjamison@psbydesign.com.
