As a manager in a mid-sized technology company, providing technical expertise and delivering excellence customer services is the focus of the job. When the performance of an employee becomes substandard and complaints start to come in from customers and peers, as a manager, the situation must be dealt with immediately. This is especially true when the employee has also displayed confrontational behavior, which creates tension in the company as well as a hostile work environment.
Having a difficult conversation is never an easy task. Especially when a manager must inform the employee that they must immediately improve their performance or they may be terminated. Tension can be very high and employees often enter the meeting defensive and unreceptive.
The first step to take with the employee is to schedule time to meet that is convenient to their schedule. You do not want to start off a meeting by having the employee upset because they are missing a scheduled appointment or meeting.
Once you are able to meet with the employee, you should let them know that you need to discuss a difficult issue with them. An example of this would be: Janet, I would like to talk to you about a difficult issue. It has come to my attention by customers and coworkers, that you have displayed behavior that is not consistent of your past behaviors and your customer service has not been as helpful as in the past. I want to see you succeed in your job and want to make sure you want the same. What are your thoughts? By stating your facts and letting the employee know what you want from them allows the employee to know that you are coming from a place where you want to support them.
In addition, asking the employee their thoughts are about what you just explained, gives them an opportunity to express their concerns for the job or inform you about any personal difficulties that may be contributing to their work or attitude. As a manager, you do not want to go right into asking if they have any personal issues going on at home, because you do not want to cross the boundaries or get the focus off of the task at hand.
Letting the employee know that you support them and want to see them succeed, helps them to refocus. At that time, they may express their desire to increase performance or let you know that have loss focus of the job. During this part of the conversation, as a manger, you must let the employee know the consequences of improving their performance immediately. They should also be advised that failure to improve their performance would result in dismissal from their job.
The communication between the manager and employee should be respectful and very clear so that the employee understands the totality of the conversation. While these conversations are never fun to have, they are required oftentimes. Being firm in your request and following up with the employee will help them to succeed in their job and allow the company to perform up to standard.
Heathfield, S. (2014). How to Hold a Difficult Conversation. Retrieved from http://humanresources.about.com/od/interpersonalcommunicatio1/qt/feedback_com6.htm
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