Difficult behavior must be confronted quickly and firmly. Otherwise, it can affect team unity, creativity, and productivity. It can also have a negative effect on your credibility as the manager. Employees look to you to provide a safe and harmonious environment. If you fail to do so, they can lose respect for you.
| Step | Action |
|---|---|
| Identify the behavior and its impact | Determine whether the behavior is causing problems. That is, does the behavior affect team unity, productivity, or creativity? If it's not, it may be best to leave it alone. If it is, identify the behavior. For example, is it aggressiveness, negativity, complaining, stubbornness, or passive aggressiveness? |
| Give feedback | Meet with the employee in a quiet location where you won't be disturbed. Describe the behavior or issue. Be candid, nonaccusatory, and objective. Make it clear why the behavior concerns you. Focus on the facts and address the behavior, not the person. Use clarifying phrases to encourage the person to discuss the behavior. |
| Listen carefully | By listening, you validate the person's need to be heard, and you can more easily imagine what the person feels. Use paraphrasing to show you're listening attentively. Use "say more" phrases (e.g., "I see." "Go on.") to help move the discussion forward. |
| Seek resolution | Try to reach a mutual resolution to the situation or issue. Confirm what you heard the person say. State exactly how you expect the behavior to change. Explore solutions together. |
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