Four Tips for Coaching Difficult Employees

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In Part of any staff manager’s job is to work on their employee’s job suc­cess. When the employee is resis­tant to train­ing or change, then what? Here are four tips to help man­agers get their most dif­fi­cult employ­ees on the right track towards sat­is­fac­tion and success.

  1. Use facts and con­crete infor­ma­tion ver­sus sub­jec­tive con­ver­sa­tion, such as judg­ing sit­u­a­tions as good, bad or oth­er­wise. Dis­cussing atti­tude can be sub­jec­tive to employ­ees. While the employee might think their atti­tude is fine or even great, if you tell them their atti­tude is poor, their morale will sink quicker than you can say “incentives!”
  2. Do your home­work. There is a rea­son behind the employee’s dif­fi­cult behav­ior. Before you approach them, see if you can find out what is behind their prob­lem. Are they not get­ting along with a col­league in their depart­ment? Is there another man­ager mak­ing their job harder for them to per­form? What could be stand­ing in their way?
  3. Remem­ber this state­ment: applaud per­for­mance in pub­lic, cor­rect per­for­mance behind closed doors. Noth­ing is more dis­cour­ag­ing than hav­ing peers hear a man­ager tell a col­league they made a mis­take or caused a neg­a­tive sit­u­a­tion with a cus­tomer. If you need to dis­cuss employee behav­ior with the group to teach a les­son, dis­cuss it in generic terms, not spe­cific to any one per­son or sit­u­a­tion. And give acco­lades when they are deserved, whether it’s in per­son or in a meeting.
  4. Keep your door open. If your staff knows you are avail­able to talk about prob­lems any time, bar­ring meet­ings of course, the team will be more apt to speak with you. Make sure from Day One of the employee’s tenure that they know they can come in and sit down with you and have a frank con­ver­sa­tion, and that there is noth­ing threat­en­ing about being honest.

Your job is to help your staff be suc­cess­ful. You trained them, you have invested pre­cious time and com­pany resources into their increased per­for­mance skills—it is in your hands to con­tinue the momen­tum toward success.

Republished with author's permission from original post.

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.

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