“Start the conversation by giving positive feedback about Julia’s performance in general,” Khyzhniak says. “Highlight her positive traits and tell her she has a huge future with the company. Then, go on to say that you are addressing her recent performance from a place of care. Note that the behavior you observed will get in the way of her advancement if it continues.”
It may be that rude behavior on the part of a customer sparked Julia’s outburst. If so, Julia needs instruction on productive engagement of such situations.
“A better way to handle a rude customer is to give direct but polite feedback, setting reasonable personal boundaries,” Khyzhniak says. “If Julia feels the need to blow off steam, she should do so outside of work with her friends. She might even be encouraged to come to you to vent.”
Finally, agree on some outcomes. Julia can commit to not repeat her offense. She can also make a conscious effort to adopt a certain kind of positive behavior with the public that will help her advance in the company.
Over the coming weeks, monitor Julia’s behavior to assess her progress. At an appropriate time, praise Julia for her behavior or schedule another counseling session.
Bonus tip: Create a workplace environment where employees feel free to come to you to unbottle frustrations that can impede their performance.
5. You hear Margareta tell a customer “Management really stinks here.”
Poisonous attitudes don’t come from a void.
“It’s important to understand why Margareta made her comment,” says Shep Hyken, a customer service consultant. “The first step is to consider her work history. Did she start out contented, and at a certain point become upset or unhappy? If so, that information can be helpful in a coaching session to uncover the reason she is so negative about the company.”
Schedule a coaching session that is positive in its nature. State something like: “I heard you make this comment. I’m very concerned about it. I want to understand why that was made. What happened to you to make you want to say that?” This approach tells Margareta that you are on her side.
This is a perfect opportunity to uncover anything wrong in the company that might be affecting other employees. Is it a certain process? The behavior of a colleague? A supervisor?
Once you have this information, you can take steps to alleviate any negative workplace problem. You can also coach Margareta on steps she can take to adopt a positive attitude.
Bonus tip: Toxic bosses are the No.1 reason good employees quit their jobs.
6. Carlos pooh-poohs every idea other employees and managers suggest.
“Carlos’s supervisor should first try to uncover what’s causing the negativity,” says Randy Goruk, president of The Randall Wade Group. “Are there challenges at home? Is something happening in the work environment?”
If Carlos is being negative about a certain topic, ask for solutions that can turn the negative into a positive. If you can’t do what he suggests, explain why and explore alternatives.
Longer range, the supervisor should also make a point of showing appreciation and recognition to Carlos when he does something worthy of it. Emphasize his skills and value to the organization. Being available and approachable to all employees sends a signal that you want to hear what they have to say.
Goruk also suggests making a personal connection with Carlos to discover what gives him joy.
“The supervisor may be able to find ways to introduce nuggets of joy into his negative viewpoint or conversation,” he says.
Bonus tip: Supervisors can help create positive feelings in the staff by taking the lead in celebrating team successes and developing recognition programs.
Stay positive
There is no universal formula when dealing with negative employees. Because everyone’s background is different, success lies in determining a tailored response.
All solutions, though, tend to share one commonality: A proactive supervisor arranging a counseling session, determining the cause of toxic behavior and blazing a path forward.
“Schedule a transparent and clear conversation about what has transpired with the negative worker and why their behavior is not okay,” says Dennis Theodorou, managing director at JMJ Phillip Group. “Exhibit some understanding and empathy and encourage employees to open up about underlying issues. Then, set expectations for the future.”
Longer range, supervisors should emphasize the positive in employee relations.
“The management habit of only pointing out negatives can create an unhealthy work environment,” Theodorou says. “While you have to be firm but fair with employees when things are not going in the right direction, you must also recognize and reward those same employees when things are going right.”
Phillip M. Perry is an award-winning journalist who is published widely in the fields of business management, workplace psychology and employment law.