85. Turn Problem Performers into Peak Producers

Dealing with a problem performer can be unnerving. If you have already provided sufficient training and given corrective feedback, but the problem continues, you are probably dealing with a problem performer who is not motivated to perform the job properly. Unless you turn this behavior around, the situation is not going to correct itself. Here is more bad news. Your coworkers will lose respect for you as a leader if you do not handle the problem performer. To correct poor performance or change a poor attitude, deal with the situation right away, and deal with it head on.

Performance Prompts

• Plan your meeting. Think of questions that will help uncover the reason for the behavior.

• Picture how your coworker is going to respond. This is a touchy situation; you may be dealing with someone’s bad attitude. What is the worst case scenario?

• When you meet, remind your coworker that you already discussed this issue.

• Ask your coworker to explain why the problem has continued. Be direct and to the point when asking for an explanation.

• Listen. Let your coworker do the talking. Resist guiding the conversation.

• Ask questions to uncover the cause of the poor performance and bad attitude (don’t like my job, don’t like talking to customers, unhappy about something).

• Gain agreement that the person knows the correct behavior. State that the incorrect behavior is unacceptable. Focus on the behavior only, not the cause.

• Ask what your coworker is going to do to change.

• Discuss and agree on the resolution. Keep the monkey on your coworker’s back.

• Write an action plan and review the steps necessary to reach the objective.

• Affirm your confidence in your coworker’s ability to change. Follow up.

When This Happens ...

During your corrective feedback meeting with Ian about the tone he was using with customers, he said he did not know what to say to customers who were upset and maybe that is why he sounded sarcastic. You went over a scenario where a customer was angry and coached Ian how to speak in an appropriate tone. After your feedback session, you heard from a coworker that Ian made a sarcastic comment about you. You shrugged off the comment as Ian’s way of venting and saving face. This morning you overheard him being sarcastic when a customer asked a question.

Try This

Ian is a problem performer. After planning your meeting and thinking about how Ian is going to respond, you meet with him. “Last week we talked about the tone you were using. You said it was because you didn’t know what to say when customers were upset. You agreed to change, yet this morning I heard the sarcastic tone when a customer asked for help. Please explain.” Agree that Ian knows the correct behavior. “You agree that you know how you should speak to customers.” Get Ian to take responsibility. “This is unacceptable. What will you do to make sure this doesn’t happen again?” State your confidence. “I know you will turn this around. Our customers deserve to be treated well.”

Changing behavior happens only when the person sees the need to change.