How to Confront Poor Performance

Is this what you look like when conflict arises in the workplace?

I know it’s awkward and uncomfortable, and nobody likes to do it, but poor performance must be addressed! Let’s say you are the manager of a company that provides tech support, and you have one particular employee who has been slacking, evidenced by complaints from customers as well as coworkers. This employee has also exhibited confrontational behavior, creating a hostile environment. Bottom line: He needs to shape up or ship out. What’s the best way to approach this situation? Here are some tips:

1. Pick the proper setting. Don’t address a problem in front of other employees, even if there is a public confrontation between employees. Give the employee time to cool off, and schedule a private meeting in an hour or so. Pick a room where the individual can feel relaxed, and offer a drink or refreshment if available. Don’t sit directly across from them, as this may put them “on the spot”, making them more defensive and less receptive.

2. Be specific! List the number of complaints you’ve received in the past two months. Also mention the occasions and methods in which you have attempted to address the problem in the past. Then, be specific about the job requirements. Say, “Customers rely on our company to provide great tech support, and our goal is to leave everyone customer “Extremely Satisfied” with their experience. As a result, it’s important that you are performing at your best for us to succeed. We need you to have a positive, “can-do” attitude not only towards our customers, but to your co-workers as well.”

Also, focus on the issue at hand, and not other issues that don’t affect job performance (too casual attire, annoying habits, etc.) Stick to thempany guidelines, not your personal preferences, less you lose credibility with the individual.

3. Consider the needs of the receiver. Some personalities prefer the direct approach, and some may need a more sensitive approach. In this case scenario, you could say, “You are not meeting performance expectations, and you need to get on track or we’ll have to let you go” or “I understand you are having a difficult time at home right now, but are you aware of your recent customer reviews? What can we do to change this situation so that we can keep you as a valuable asset to our team?” These are very different approaches depending on the personality of the employee, but the main concern is always addressed.

4. Evaluate their understanding. Instead of just asking, “Do you understand?” have them summarize the problem, the consequences, and what they plan on doing to change their performance. Help them brainstorm possible approaches to resolve the conflict.

5. Keep Records. After each meeting, write down the date and a summary of the conversation, including what the problem was, how it was addressed, and the employee’s response. Don’t just write negatives, but note positive contributions the employee has made in the workplace and in the discussion.

Keep these tips in mind, and pretty soon you’ll be responsible from turning your workplace environment from

THIS to THIS!

Reference

Sujansky, J. (2006). Eight Rules for Dealing with Employees who are Bringing Your Company Down. IT Today. Retrieved February 7, 2010 from http://www.ism-journal.com/ITToday/eightrules.htm.