Toxic Employees (CONT’D FROM PAGE 26)
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 nega- tive about the company.” Schedule a coaching session that is positive in its na- ture. State something like, “I heard you make this com- ment. 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. You want to alleviate any workplace pres- sures that are affecting her performance. 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 number one 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,” said Randy Goruk, president of The Randall Wade Group, Scottsdale, AZ (leadersedge360.com). “Are there challenges at home? Is something happening in the work environment?” If Carlos is being negative about a certain topic, then ask for solutions that can turn the negative into a posi-
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 custom- er 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,” said Khyzhniak. “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 be- havior or schedule another counseling session. Bonus tip: Create a workplace environment in which employees feel free to come to you to unbottle frustra- tions that can impede their performance. 5. You hear Margareta tell a customer “Manage- ment really stinks here.” Poisonous attitudes don’t come from a void. “It’s important to understand why Margareta made her comment,” said Shep Hyken, customer service consultant. “The first step is to consider her work history.
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