出于许多原因,雇主可能会将雇员归类为“困难”。通常,问题不在于他们的整体表现或生产力,尽管可能是这样。难相处的员工可能经常抱怨工作场所的做法、主管或同事,也可能是其他员工与某个员工有问题。不管是什么样的行为困扰,管理困难员工的有效方法包括及时处理情况,使用“我”而不是“你”的说法,专注于制定解决方案而不是专注于问题。。
一个完全平稳运行的工作场所是罕见的,甚至是虚幻的。无论其他员工在公司担任何种级别的职位,都必然存在影响他们行为的困难。许多管理者常犯的一个错误是,忽视小问题或对员工困难的抱怨。这些管理者可能认为困难是同事之间性格冲突的结果,或者小的行为问题可能会自行解决。然而,有效地管理困难员工意味着,即使是小问题,也要在它们变成更大的问题之前加以纠正,最终会涉及更多的员工,并从实际工作过程中抽出时间。。
被认为有困难的员工的经理应尽快与该员工会面。在会议中,经理应该使用“我”来描述行为,而不是“你”来指责员工。例如,管理者不应该说“你没有遵守公司政策”,而应该从“我需要让每个人都遵守公司政策”开始管理困难员工最成功的关键之一是让他们参与解决问题。。
例如,经理可能会问他或她,确保所有员工在特定问题上遵守公司政策的最佳方法是什么。然后,讨论可以分为建设性的问题解决环节。然后,应与困难员工一起制定纠正行为的计划。
管理困难员工最重要的关键是倾听他们的意见。如果员工开始变得防御性或无反应,经理可以采用积极倾听策略。这意味着雇主可以说“我真的很想听听你对这个问题的看法。告诉我你是怎么想的“让困难的员工开口说话”。重要的是经理不要打断。相反,做笔记,然后在纠正计划的背景下与员工讨论要点,可以在积极、建设性的水平上结束讨论。。
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