Step Into my Office Please...

     No one one wants to deliver bad news. There's always the personal insecurities that if you do so, people aren't going to like you, or there will be an embarrassing confrontation. However, you cannot allow certain attitudes and behaviors to continue, just for the sake of output and company morale.

There's a kind of employee, that all companies have. He or she is loud, obnoxious, confrontational, and just have a poor attitude in general. How do you deal with people like this? What is the correct course of action to take, in order for the employee to know you expect them to act a certain way? How are they going to react, and how are you going to react to it?

     The first course of action, should be to prepare your comments. When dealing with situations like this, you want to be a thorough as possible. You begin by talking to his or her employees about specific incidents. Also, follow up with his or her clients, that have complained about the employee. Ask them about specific incidents. What do they remember, what triggered them to believe the person was being rude?

Just by these simple actions, you are doing two things: first, you are preparing your remarks to the employee, giving him or her specific incidents that can be used as a learning tool; secondly, you are showing the other employees, and clients, that you are listening to their concerns. By doing this, you may end up preventing more confrontation down the road. When you are prepared with the facts, you aren't as nervous, and you can anticipate, but not predict, the behavior of the employee. You can know some of the questions that will be coming, and have an answer for them.

     Next, it is time for the one-on-one meeting. There is no need to embarrass the employee, which could lead him or her to be on the defensive before the meeting even begins. Quietly walk up to the employee, and ask to speak with him or her, in private.

When this happens, you have to be direct. Remember, the best way to deal with an office place bully is to let them know they are not in charge. “Intervene quickly to stop the hostile behavior. Some managers put up with the behavior because they would rather not deal with it directly. While direct intervention and confrontation can be uncomfortable, it may be the only way to resolve the hostile situation positively.” (Woodman, 2013, para. 4)

     When confronting the employee, you will meet defensiveness. Bring up the incidents, and hold the employee accountable. While you should give the employee a chance to defend his or her self, do not give credibility to hostile behavior. While not acknowledging the behavior, do listen to what the employee has to say. “One of the key elements to conflict resolution is listening. If you see that anger is escalating, try to just listen and not interject your opinion or comments. The employee will appreciate your full attention and feel like you are acknowledging their thoughts and feelings. The employee will likely want to hear what you or others have to say.” (Notre Dame Online, 2013, para. 5)

      Once you have gone over the behaviors, restate the purpose of being at the company. Tell them why these behaviors are unacceptable. For example, if several of the consumer complaints are that he or she talks down to the customer, while trying to provide support, then explain to the employee that not everyone is as smart, or as trained as they are. Remind them that the customer service is the product you're selling. So, the person comes with the service. If the customer is not happy with the person, they will not be happy with the service.

     Finally, outline the expectations for the employee. Remind them, if their behavior does not improve, they will be facing harsher punishment, including termination. If needed, work with the employee on steps he or she can take to improve themselves. This includes offering an open door policy. Sometimes, employees will encounter difficult customers. Let him or her know the door is open at all times.  

References

Wolfe, L. (2013) Meeting Strategies - How To Deal With Hostile Employee Questions. About.com. Online. http://womeninbusiness.about.com/od/Meetings-and-Events/a/Meeting-Strategies-How-To-Deal-With-Hostile-Employee-Questions.htm
Woodman, C. (2013) How to Deal With Hostile Employees in the Workplace. Chron.com. Online. http://smallbusiness.chron.com/deal-hostile-employees-workplace-22107.html
Univ. of Notre Dame. (2013) Tips for Managing Hostile Employees. Notre Dame Online. Online. http://www.notredameonline.com/how-to-manage-hostile-employees/