Managing Difficult Staff

Behaviour Clues

Some causes...

Performance Issues
Behavioural Issues
Disputes
Restructuring
Salary and Compensation
Personal Issues
Feedback and Criticism
Change Management

Difficult behaviour – what about us?

Why is it difficult?
Have you ever acted this way?
What are the needs and wants of the other person?
What are the priorities and attitudes that are of value to them?
Can we see it from their perspective?
Are we being seen as difficult?
Do we have the right approach?
Are we confident to share our perspectives?

Lack of Engagement

• Why should I?
• What’s in it for me?
• Not my job
• Can’t be bothered
• It’ll do
• I don’t see the point
• We can’t do that
• This is so boring

Engaged and motivated people

• Adapt quickly to change
• Have a positive, can do attitude
• Work hard to achieve goals
• Have a sense of urgency
• Enjoy their job
• Like challenges
• Are willing to take on new responsibilities
• Are decisive
• Communicate openly
• Are proud of what they do and achieve

Building Trust

Building Rapport with our team...

Active Listening:
Listen attentively to your team members. Show genuine interest in their ideas, concerns, and experiences. When people feel heard, they are more likely to trust and connect with you.

Get to Know Them Personally:
Take the time to learn about your team members beyond their work roles. Ask about their interests, hobbies, and families. Remember important details and follow up on them during conversations.

Be Approachable:
Create an open-door policy where team members feel comfortable approaching you. Encourage questions, feedback, and casual conversations. Approachability builds trust and rapport.

Show Appreciation and Recognition:
Regularly acknowledge your team’s efforts. Express gratitude for their hard work and celebrate achievements. Recognition boosts morale and strengthens relationships.

Empathy and Compassion:
Understand that everyone has their own challenges and emotions. Show empathy when team members face difficulties. Compassion fosters a supportive environment.

Motivation And Coaching

Intrinsic vs Extrinsic Motivation

Comes from within
• Enjoyment
• Purpose
• Growth
• Curiosity
• Passion
• Self-expression
• Fun

Is given to you
• Money
• Praise
• Promotion
• Winning
• Benefits
• Avoiding punishment

Coaching Defined?

Coaching is a process that aims to improve performance

Coaching involves the belief that the individual has the answers to their own problems within them

Coaching is helping them to create practical, step-by-step action plans to reach goals

When to Coach

Specific Coaching
• Resolving a specific, current issue or problem.
• Recognising the impact of specific behaviours and making changes.

Short term and led by the coach

What are the benefits of coaching?

• Better understanding of the problem and the impact
• Enabling people to think for themselves
• Ownership of the solution
• Learning and development
• Confidence and sense of pride
• Generation of new ideas and continuous improvement
• Engagement

What do we need to understand?

Feelings
• How is the other person feeling and why
• How are you feeling and why

Cause
• What is the cause of the problem
• Don’t just address symptoms

Impact
• How is this affecting the person
• How is it affecting others

History
• Has this happened before
• What was / was not done in the past

Needs
• What does the person need and why
• Is this possible