I have often heard the statement, ‘Managers get results through others.’ Managing employees is a critical facet of the work life of team leaders. People management skills are therefore as critical as the technical skills and this article will delve on how to manage difficult employees.

How do we define a difficult employee? Is it one who is a little unorthodox in their approach to work but stays inside the lines enough to avoid disciplinary action? Are they those moral sappers who stir up anger in other team members, who refuse to play by the rules or have negative attitudes? There are those bullies, who like dominating conversations and manipulating people in order to get what they want. Or those that challenge every decision that comes from the authorities? How about those that spread office gossip? The list is endless but if the employee’s professional conduct does not help you to get results then they may fall in this category. If not handled properly most managers unfortunately find themselves being held hostage to these employees spending a lot of their thoughts and emotional energy on them and less on the rest. The following techniques could help managers in handling difficult employees.

1. Listening

One of the fasted ways to try and understand these employees is to give them an audience. What is key is to be in the right frame of mind as dealing with difficulty employees can be stressful and result in tempers flaring. Sit with them in private and ask why they behave the way they do. Solicit for their perception about the organisation, department and your leadership style. Take this opportunity to point their role in the team and how their behaviour is affecting the productivity/moral/ outlook of the entire team. This interaction may uncover real underlying problems which the manager must then look into. Always offer support rather than threats.

1. Giving clear behavioural feedback

It is always best to tell the employee what they should do differently. It may be very difficult though when dealing with the bullies, who normally are domineering and always manipulative. The strategy used when dealing with this type of employee is to ensure that you contain   employee’s defensiveness by giving them specific areas where they needed to improve. Such people always know how to play their games very well. The person would appear very understanding just to make sure they are not found wanting in the area of insubordination. They would go on to invoke other attributes found in difficult employees - gossiping! A difficult employee will use every interaction to whine about the smallest incident. Always tell them that the issue does not need sympathisers but rather a solution to show them that you know their next move. If there are solutions to be developed, do so together and unless you agree on a solution together the inappropriate behaviour will not change.

These first two techniques are very important as having a private discussion with difficult employees will convey management’s concern about their behaviour.  

1. Documenting

Great managers should learn to document all their communication with difficult employees. Whenever there are significant problems with such an employee learn to write down the key points. Documenting records is not negative but prudent. When talking to them always try and repeat what would have been discussed and get the assurance from the employee.

1. Be consistent

In most cases employees look to see what you do more than what you say. As a manager always set standards you are actually willing to hold to and then hold to them.

1. State the ultimate if things do not change

If things continue unchanged, good managers get specific and where necessary start working with deadlines.

1. Where there is misconduct, follow laid down procedures. Where necessary engage HR to ensure you know exactly what must be done. This is also an opportunity to critically look at the breadth of the organisation’s policies, standards and procedures on desired conduct by employees.
2. Along the process, make sure you do not poison the well. All too often poor managers bad mouth the problem employee to all. It makes you look weak and unprofessional and resultantly pollute the perceptions of other employees.
3. Performance management will help identify gaps and when done properly proffer solutions such as training needs.
4. Be courageous

As managers, firing someone is the hardest thing a manager has to do so. If it gets to that point, do it right. The best manager does the tough things impeccably.

Every time when dealing with such employees it is important that we   focus on the behaviour and not the person. Always yearn for a solution and not to ‘win.’ The shared techniques together with the provisions of labour laws on grievance handling procedures will keep a manager from getting sucked into an endless vortex of ineffectiveness and frustration.

Problem employees are not just an aggravation. They can be a real business liability. To become an effective leader, you need to identify problem employees and confront their behaviour.

Emmanuel Jinda is the Managing Consultant of PROSERVE Consulting Group, a leading supplier of Professional Human Resources and Management services locally, regionally and internationally. He can be contacted at Tel: 263 773004143 or 263 242 772778 or visit our website at www.proservehr.com