Managing Workplace Conflicts and Difficult Employees

12:04 ‫م‬12:04 ‫م‬12:04 ‫م‬12:04 ‫م‬ dr/Yasser Abdelmaksouddr/Yasser Abdelmaksoud 11
LESSON 5LESSON 5
HOW TO DEAL WITHHOW TO DEAL WITH
CONFLICT, PROBLEMS,CONFLICT, PROBLEMS,
DIFFICULT EMPLOYEES ANDDIFFICULT EMPLOYEES AND
FIRINGFIRING

12:04%‫م‬12:04%‫م‬ dr/Yasser Abdelmaksoud 2
Introduction: The toughest part of theIntroduction: The toughest part of the
jobjob……
You, as manager, need to do your best toYou, as manager, need to do your best to
make sure your department is running like amake sure your department is running like a
well oiled “team-machine” as discussed inwell oiled “team-machine” as discussed in
lesson 3. However, just when you thinklesson 3. However, just when you think
everything is going along smoothly andeverything is going along smoothly and
under control, the inevitable conflicts,under control, the inevitable conflicts,
disagreements, and differences of opiniondisagreements, and differences of opinion
start to escalate, and harmony within thestart to escalate, and harmony within the
team is disruptedteam is disrupted..

Dealing with ConflictDealing with Conflict
Examples of conflict areExamples of conflict are::
11--A personal problem with two or moreA personal problem with two or more
peoplepeople..
A- Asking for sexual favors in return forA- Asking for sexual favors in return for
providing a raise, promotion, etc. (Quid proproviding a raise, promotion, etc. (Quid pro
quoquo(.(.
B- What a woman perceives as a hostileB- What a woman perceives as a hostile
environment like unwanted touching, pin-upenvironment like unwanted touching, pin-up
calendars, sexual jokes, sexual comments,calendars, sexual jokes, sexual comments,
leering, inappropriate photos, etcleering, inappropriate photos, etc..

12:04%‫م‬12:04%‫م‬ dr/Yasser Abdelmaksoud 4%
Examples of conflict areExamples of conflict are::
22--A perception of one working harder thanA perception of one working harder than
the otherthe other..
33--One person blaming another for pastOne person blaming another for past
mistakesmistakes..
44--Rebellious jealousy because it looks likeRebellious jealousy because it looks like
you are playing favoritesyou are playing favorites..
55--Not happy or thinks it’s unfair with theNot happy or thinks it’s unfair with the
type of work assigned to themtype of work assigned to them..
66--Personality clashPersonality clash
77--DisagreementsDisagreements
88--Inappropriate dress for workInappropriate dress for work..
99Personal hygienePersonal hygiene..

Determine the type of conflictDetermine the type of conflict
and the severityand the severity..
Here are three questions to determine theHere are three questions to determine the
type and the actions you should take basedtype and the actions you should take based
on the severity of the conflicton the severity of the conflict::
11--Is the conflict an issue that is shared by allIs the conflict an issue that is shared by all
on the team?(on the team?( such as problems with thesuch as problems with the
processes and proceduresprocesses and procedures((
22--Is the conflict due to one individualIs the conflict due to one individual??
))dress codedress code issue -issue -hygienehygiene issue -issue -not happynot happy((
33--Is the conflict pertaining to more than oneIs the conflict pertaining to more than one
individual based on personal issues,individual based on personal issues,
personality clashes, disagreements, etcpersonality clashes, disagreements, etc??

conflict examples between two or moreconflict examples between two or more
peoplepeople::
11--Friendship problemsFriendship problems
22--Personality clash, differences in life styles,Personality clash, differences in life styles,
different beliefs and values, etcdifferent beliefs and values, etc
33--Disagreements or mixed expectationsDisagreements or mixed expectations

12:04ĕ‫م‬12:04ĕ‫م‬ dr/Yasser Abdelmaksoud 7
Steps to take when dealing with conflictSteps to take when dealing with conflict::
11--Counsel and Verbal warningCounsel and Verbal warning
22--Written warning, suspension orWritten warning, suspension or
terminationtermination::
**Always remember that you should beAlways remember that you should be::
--Well preparedWell prepared
--Non-judgmentalNon-judgmental
--Documenting everythingDocumenting everything!!!!!!

Dealing with Violence, Bullying, andDealing with Violence, Bullying, and
Anger in the WorkplaceAnger in the Workplace
you speak to an employee, whether it relatesyou speak to an employee, whether it relates
to bulling, anger or violence, always be sureto bulling, anger or violence, always be sure
to document everything thatto document everything that
transpired. You would need to give, at thetranspired. You would need to give, at the
very least, a verbal warning. Depending onvery least, a verbal warning. Depending on
the severity, an incident report is usuallythe severity, an incident report is usually
written up by you or HR. Depending on thewritten up by you or HR. Depending on the
nature of the act, suspension and/ornature of the act, suspension and/or
termination is highly possibletermination is highly possible..

Dealing with Difficult EmployeesDealing with Difficult Employees
11--Calls out sick and rides the time off policiesCalls out sick and rides the time off policies
to the very edgeto the very edge..
22--Does the absolute minimum workDoes the absolute minimum work
expected, but just enough to fly under theexpected, but just enough to fly under the
radarradar..
33--Testing and criticizing the office policiesTesting and criticizing the office policies
in placein place..
44--Gossiping, but not to where it can beGossiping, but not to where it can be
seen in the officeseen in the office..
55--Backstabs fellow employeesBackstabs fellow employees..
66--Controls a situation by using negativityControls a situation by using negativity
77--Has a bad attitudeHas a bad attitude..
88--Conducts themselves poorlyConducts themselves poorly

Steps to take when dealing withSteps to take when dealing with
difficult employeesdifficult employees::
11--Counsel and verbal warningCounsel and verbal warning::
22--First and second writtenFirst and second written
warningswarnings::
33--Suspension and/or terminationSuspension and/or termination..

Dealing with Poor Job Performance andDealing with Poor Job Performance and
Required ExpectationsRequired Expectations
Steps to take when dealing with poorSteps to take when dealing with poor
job performancejob performance::
11..Verbal warningVerbal warning
··The employees’ immediate supervisorThe employees’ immediate supervisor??
··A process issueA process issue??
··A lack of training and/or is the trainingA lack of training and/or is the training
relevant to the job at handrelevant to the job at hand??
··Insufficient or a lack of toolsInsufficient or a lack of tools??
··Personnel issues regarding co-workersPersonnel issues regarding co-workers??

Steps to take when dealing withSteps to take when dealing with
poor job performancepoor job performance::
22..First written warningFirst written warning::
33..Second written warning orSecond written warning or
suspensionsuspension::
44..Suspension and/or terminationSuspension and/or termination

12:04u‫م‬12:04u‫م‬ dr/Yasser Abdelmaksoud 13
Dealing with Attendance issuesDealing with Attendance issues
Here are eight points to keep in mind on howHere are eight points to keep in mind on how
to control and possibly reduce attendanceto control and possibly reduce attendance
issuesissues::
11--Make sure your employees understand yourMake sure your employees understand your
view towards attendanceview towards attendance
22--Have your employee’s call you direct insteadHave your employee’s call you direct instead
of their immediate supervisorof their immediate supervisor..
33--Maintain accurate recordsMaintain accurate records..
44--Look for trendsLook for trends..

12:04u‫م‬12:04u‫م‬ dr/Yasser Abdelmaksoud 14u
Here are eight points to keep in mind on howHere are eight points to keep in mind on how
to control and possibly reduce attendanceto control and possibly reduce attendance
issuesissues::
55--Individual problem - have a one on oneIndividual problem - have a one on one
meeting. Multiple people - hold a teammeeting. Multiple people - hold a team
meetingmeeting..
66--Allow for personal businessAllow for personal business..
77--Create an award program for those who doCreate an award program for those who do
not call out or are tardy for a certain periodnot call out or are tardy for a certain period
of timeof time..
88--Have them make up time missed to make upHave them make up time missed to make up
for time lostfor time lost..

Steps to take when dealingSteps to take when dealing
with attendance problemswith attendance problems::
11..Counsel and verbal warningCounsel and verbal warning::
22..First written warningFirst written warning::
33..Second written warning orSecond written warning or
suspensionsuspension::
44..Suspension and/or terminationSuspension and/or termination::

Dealing with Firing or Laying off anDealing with Firing or Laying off an
EmployeeEmployee
Steps to take when firing an employeeSteps to take when firing an employee::
11..Hold the employment terminationHold the employment termination
meetingmeeting..
22..Don’t be tentative and dance around theDon’t be tentative and dance around the
subjectsubject..
33..Even though it should come as no surpriseEven though it should come as no surprise
to the employee, you will probably be askedto the employee, you will probably be asked
the question, “Why am I being fired?” Statethe question, “Why am I being fired?” State
the reason for the employment terminationthe reason for the employment termination

Steps to take when firing an employeeSteps to take when firing an employee
44..The employee might want to ask a coupleThe employee might want to ask a couple
of questionsof questions
55..The employee might be acceptable andThe employee might be acceptable and
want to end the experience as soon aswant to end the experience as soon as
possiblepossible
66..If the employee is not showing any signsIf the employee is not showing any signs
of being too upset, you can give some adviceof being too upset, you can give some advice

Steps to take when firing an employeeSteps to take when firing an employee
77..If the employee needs to go back to theirIf the employee needs to go back to their
desk to pick up some personal belongings, you,desk to pick up some personal belongings, you,
and preferable a security guard, should be withand preferable a security guard, should be with
them at all timesthem at all times..
88..HR will most likely meet with the individualHR will most likely meet with the individual
in their office to discuss possible severance,in their office to discuss possible severance,
when their last paycheck is coming, whenwhen their last paycheck is coming, when
benefits terminate, and any informationbenefits terminate, and any information
regarding extending their health coverage orregarding extending their health coverage or
any other detailsany other details
99..Your department will be talking about whatYour department will be talking about what
they saw and will be anxious to find out whatthey saw and will be anxious to find out what
is happeningis happening..

Firing an employee is an immediate necessity forFiring an employee is an immediate necessity for
the safety and well being of the rest of yourthe safety and well being of the rest of your
employees such asemployees such as::
11--Is physically violentIs physically violent..
22--Brings a weapon to workBrings a weapon to work..
33--Arrives to work under the influence of drugs orArrives to work under the influence of drugs or
alcoholalcohol..
44--Views pornographic movies on work computersViews pornographic movies on work computers..
55--Steals company propertySteals company property..

Quick Lesson SummaryQuick Lesson Summary
11--You got to take the good with the badYou got to take the good with the bad
22--Always be ethical, legal, caring andAlways be ethical, legal, caring and
compassionatecompassionate..
33--Know how to determine and deal with conflictKnow how to determine and deal with conflict
as soon as possibleas soon as possible
44--Conflict and difficult employee situations differConflict and difficult employee situations differ
from poor job performance and attendancefrom poor job performance and attendance
issuesissues
55--Although firing an employee is not the mostAlthough firing an employee is not the most
pleasant thing to do, when necessary, it is thepleasant thing to do, when necessary, it is the
right thing to doright thing to do
66--Don’t hesitate if you have to deal with a violentDon’t hesitate if you have to deal with a violent
employeeemployee

THE ENDTHE END
LESSON 5LESSON 5

Managing Workplace Conflicts and Difficult Employees

Recomendados

Recomendados

Más contenido relacionado

Similar a Managing Workplace Conflicts and Difficult Employees

Similar a Managing Workplace Conflicts and Difficult Employees (9)

Más de yasser maksoud

Más de yasser maksoud (9)

Último

Último (20)

Managing Workplace Conflicts and Difficult Employees