Lesson 5

ص12:12ص12:12 ص12:12ص12:12 dr/Yasser Abdelmaksouddr/Yasser Abdelmaksoud 11

LESSON 5 LESSON 5

HOW TO DEAL WITH HOW TO DEAL WITH CONFLICT, PROBLEMS, CONFLICT, PROBLEMS,

DIFFICULT EMPLOYEES AND DIFFICULT EMPLOYEES AND FIRINGFIRING


Introduction: The toughest part of the Introduction: The toughest part of the jobjob…… You, as manager, need to do your best to You, as manager, need to do your best to

make sure your department is running like a make sure your department is running like a well oiled “team-machine” as discussed in well oiled “team-machine” as discussed in lesson 3. However, just when you think lesson 3. However, just when you think everything is going along smoothly and everything is going along smoothly and under control, the inevitable conflicts, under control, the inevitable conflicts, disagreements, and differences of opinion disagreements, and differences of opinion start to escalate, and harmony within the start 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 more A personal problem with two or more peoplepeople . .

A- Asking for sexual favors in return for A- Asking for sexual favors in return for providing a raise, promotion, etc. (Quid pro providing a raise, promotion, etc. (Quid pro quo)quo)..

B- What a woman perceives as a hostile B- What a woman perceives as a hostile environment like unwanted touching, pin-up environment like unwanted touching, pin-up calendars, sexual jokes, sexual comments, calendars, sexual jokes, sexual comments, leering, inappropriate photos, etcleering, inappropriate photos, etc . .


Examples of conflict areExamples of conflict are::22 - -A perception of one working harder A perception of one working harder

than the otherthan the other..33 - -One person blaming another for past One person blaming another for past

mistakesmistakes..44 - -Rebellious jealousy because it looks like Rebellious jealousy because it looks like

you are playing favoritesyou are playing favorites..55 - -Not happy or thinks it’s unfair with the Not happy or thinks it’s unfair with the

type of work assigned to themtype of work assigned to them..66 - -Personality clashPersonality clash

77 - -DisagreementsDisagreements88 - -Inappropriate dress for workInappropriate dress for work . .

99 Personal hygienePersonal hygiene . .


Determine the type of conflict Determine the type of conflict and the severityand the severity . .

Here are three questions to determine the Here are three questions to determine the type and the actions you should take type and the actions you should take based on the severity of the conflictbased on the severity of the conflict::

11--Is the conflict an issue that is shared by all Is the conflict an issue that is shared by all on the team?(on the team?( such as problems with the such as problems with the processes and procedures)processes 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 one Is 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 more conflict 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


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 or Written 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, and Dealing with Violence, Bullying, and Anger in the WorkplaceAnger in the Workplace

you speak to an employee, whether it relates you speak to an employee, whether it relates to bulling, anger or violence, always be sure to bulling, anger or violence, always be sure to document everything that to document everything that transpired. You would need to give, at the transpired. You would need to give, at the very least, a verbal warning. Depending on very least, a verbal warning. Depending on the severity, an incident report is usually the severity, an incident report is usually written up by you or HR. Depending on the written up by you or HR. Depending on the nature of the act, suspension and/or nature 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 policies to Calls out sick and rides the time off policies to the very edgethe very edge..

22 - -Does the absolute minimum work Does the absolute minimum work expected, but just enough to fly under the expected, but just enough to fly under the radarradar..

33 - -Testing and criticizing the office policies in Testing and criticizing the office policies in placeplace..

44 - -Gossiping, but not to where it can be seen Gossiping, but not to where it can be seen in the officein 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 with Steps to take when dealing with difficult employeesdifficult employees::

11--Counsel and verbal warningCounsel and verbal warning : :

22--First and second written First and second written warningswarnings : :

33--Suspension and/or terminationSuspension and/or termination . .


Dealing with Poor Job Performance and Dealing with Poor Job Performance and Required ExpectationsRequired Expectations

Steps to take when dealing with poor Steps 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 training A 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 with Steps to take when dealing with poor job performancepoor job performance::

22 . .First written warningFirst written warning::

33 . .Second written warning or Second written warning or suspensionsuspension : :

44 . .Suspension and/or terminationSuspension and/or termination


Dealing with Attendance issuesDealing with Attendance issues Here are eight points to keep in mind on how Here are eight points to keep in mind on how

to control and possibly reduce attendance to control and possibly reduce attendance issuesissues::

11--Make sure your employees understand your Make sure your employees understand your view towards attendanceview towards attendance

22--Have your employee’s call you direct instead Have 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 . .


Here are eight points to keep in mind on how Here are eight points to keep in mind on how to control and possibly reduce attendance to control and possibly reduce attendance issuesissues::

55--Individual problem - have a one on one Individual problem - have a one on one meeting. Multiple people - hold a team meeting. Multiple people - hold a team

meetingmeeting . .

66--Allow for personal businessAllow for personal business . .

77--Create an award program for those who do Create an award program for those who do not call out or are tardy for a certain period not call out or are tardy for a certain period

of timeof time . .

88--Have them make up time missed to make up Have them make up time missed to make up for time lostfor time lost . .


Steps to take when dealing Steps 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 or Second written warning or suspensionsuspension : :

44 . .Suspension and/or terminationSuspension and/or termination : :


Dealing with Firing or Laying off an Dealing with Firing or Laying off an EmployeeEmployee

Steps to take when firing an employeeSteps to take when firing an employee::

11 . .Hold the employment termination Hold the employment termination meetingmeeting . .

22 . .Don’t be tentative and dance around the Don’t be tentative and dance around the subjectsubject. .

33 . .Even though it should come as no Even though it should come as no surprise to the employee, you will probably surprise to the employee, you will probably be asked the question, “Why am I being be asked the question, “Why am I being fired?” State the reason for the fired?” State the reason for the

employment terminationemployment termination


Steps to take when firing an employeeSteps to take when firing an employee

44 . .The employee might want to ask a couple The employee might want to ask a couple of questionsof questions

55 . .The employee might be acceptable and The employee might be acceptable and want to end the experience as soon as want to end the experience as soon as possiblepossible

66 . .If the employee is not showing any signs If the employee is not showing any signs of being too upset, you can give some of being too upset, you can give some adviceadvice


Steps to take when firing an employeeSteps to take when firing an employee

77 . .If the employee needs to go back to their If the employee needs to go back to their desk to pick up some personal belongings, desk to pick up some personal belongings, you, and preferable a security guard, should you, and preferable a security guard, should be with them at all timesbe with them at all times . .

88 . .HR will most likely meet with the individual HR 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, when when their last paycheck is coming, when benefits terminate, and any information benefits terminate, and any information regarding extending their health coverage or regarding extending their health coverage or any other detailsany other details

99 . .Your department will be talking about what Your department will be talking about what they saw and will be anxious to find out what they saw and will be anxious to find out what

is happeningis happening . .


Firing an employee is an immediate necessity for Firing an employee is an immediate necessity for the safety and well being of the rest of your the 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 or Arrives to work under the influence of drugs or alcoholalcohol..

44--Views pornographic movies on work Views pornographic movies on work computerscomputers..

55--Steals company propertySteals company property..


Quick Lesson SummaryQuick Lesson Summary11--You got to take the good with the badYou got to take the good with the bad

22--Always be ethical, legal, caring and Always be ethical, legal, caring and compassionatecompassionate . .

33--Know how to determine and deal with conflict Know how to determine and deal with conflict as soon as possibleas soon as possible

44--Conflict and difficult employee situations differ Conflict and difficult employee situations differ from poor job performance and attendance from poor job performance and attendance issuesissues

55--Although firing an employee is not the most Although firing an employee is not the most pleasant thing to do, when necessary, it is the pleasant 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 Don’t hesitate if you have to deal with a violent employeeviolent employee


THE ENDTHE END

LESSON 5LESSON 5

Business

Lesson 5