Dealing With Sticky Employee Behavior Problems

"Dear Joan,

I am the co-owner of a busy and growing catering company. I manage the front office of four people. Because we are a small group we must operate as a team, filling in for one an other as needed. Our administrative assistant, Janet, has two small children and I have been quite lenient about time off when she or her children have been sick. She has taken an average of two days a month off for sickness in the past 6 months. Recently she left work early when I was out of town, leaving our catering manager alone with many deliveries and a large party to manage. I feel that Janet is taking advantage of my generosity and I would like some advice on how to have a talk with her about this." Signed, C.J.

Dear C.J.,

You are dealing with a behavior problem, which is defined as any situation completely under the control of the individual. While Janet may not be in control of her children getting sick she is responsible for finding appropriate care for them while she works.

Before you begin the corrective discussion consider acceptable ways for the employee to rectify the situation. It is also important to determine the kind of consequences you are willing to impose if the situation does not improve.

For example; make it clear to Janet that she is a vital part of the office team. If she can not or is not willing to work her scheduled hours, including any required overtime, and help out other members of the team when needed, then you will have to find someone who can and will.

Of course, the above presumes that when she was hired she had a job description that defined her required hours, responsibilities and the company's sick leave policy.

Because Janet's behavior is completely under her control, you must get her to tell you what she is going to do to resolve the problem. Ask her what ideas she has to make up the time lost. Tell her that this situation MUST CHANGE and ask what specific ACTION will she take to make sure the problem does not recur in the future? The agreed upon action MUST come out of the employees mouth or you do not have a commitment.

At the end of the discussion set a follow up date. If there is no subsequent follow up discussion where the employee is informed of her improvement or lack of improvement your conversation will not be taken seriously. I also recommend making this a documented discussion.

The discussion step outline below will help you to plan and have this conversation with your employee.

Discussion Steps For Handling
Employee Behavior Problems

1. Describe in detail the behavior you have observed and why it concerns you.
   
   
2. Ask for reasons and actively listen.
   
   
3. Express clearly that the situation must be changed and ask for ideas to solve the problem.
   
   
4. Discuss each idea focusing on results.
   
   
5. Agree on specific actions and expected results.
   
   
6. Remind the employee that he/she is a valued member of the team, that you are sure she/he can resolve the problem. Let him/her know that you are not trying to get rid of him/her you just need the problem solved.
   
   
7. Document the discussion and set a follow-up date.

Learn how to successfully and easily deal with all types of employee problems.