How to support employee improvement

Here are some steps you can take to help you navigate difficult employee behavior: 

1. Make a record of problem behavior and how it was handled
2. Speak with the employee
3. Develop a plan for improvement

Why is it important to document problem behavior? 

Examples of problem behavior with employees may include missing work, not following instructions, bullying, being late, or not doing the job well. 

Document the behavior and be very clear. Document what you're worried about, give examples, and include dates, times, and people involved. If you need to take additional steps to address the employee's behavior later, these notes will be helpful.

Check the employee's contract or handbook to see if the behavior goes against the rules. This will guide you to the next step to take including providing more training or do something else to help. 

How should I approach the conversation with the employee? 

Here are some tips on how to plan the conversation:

Tip 1: Start by acknowledging the employee's strengths and contributions to the team. This helps establish a positive tone for the conversation and makes the employee more receptive to feedback.

Tip 2: Describe the behavior or issue of concern. Use objective language and avoid making assumptions or accusations. Be specific about when it happens and any circumstances you have seen that may contribute to it. For example, rather than saying “You use inappropriate language with families” you might say “Over the past two weeks, I noticed at child pick up that you’ve said a number of words to parents that are inappropriate.”  

Tip 3: Allow the employee to express their perspective and listen to their concerns. This helps you understand the root cause of the problem and identify potential solutions. It helps to take notes while they talk. 

Tip 4: Describe how the behavior or issue is impacting the team or business. Be specific about the consequences of the behavior. Be careful about exaggeration. For example, if it's not true you wouldn't want to say “everyone was upset by this action” when it was really a few people who approached you.  

Tip 5: Be clear about what you expect from the employee going forward. Provide specific examples of what behaviors or actions are acceptable and unacceptable. 

Tip 6: If the behavior is due to personal or work-related issues, offer support and resources to help the employee address those issues. This can include counseling, training, or coaching.  

Tip 7: Schedule a follow-up meeting to check in with the employee and monitor their progress. This helps ensure the behavior has improved and that the issue is resolved. Be ready to help the employee get back on track as soon as possible if there's another issue. 

What can I do if an employee reacts poorly to the conversation? 

A difficult employee might get angry, say they did nothing wrong, argue, or get upset. Explain how what they did goes against the company rules and could hurt the company's reputation. Look at the employee handbook together to make sure you both know what's expected and what's not allowed. 

Tell the employee clearly what you expect from now on. Think about what rules need to be set and what behaviors should be shown or not shown. The discussion is to help the employee grow and is the first step in helping them do better. Keep a record of all talks and actions you take about the employee's behavior. 

Improve employee performance by providing them a detailed job description, setting goals with them through a Personal Improvement Plan (PIP), and giving them feedback. Talking to your employees helps you understand how they're doing and see where they can get better.

Consider giving employees training to learn more. This includes workshops, meetings, online classes, or mentors who can help them learn new skills.