There are difficult employees in every profession. However,
a problem employee in healthcare can actually affect the patient care in an
organization. As other staff members attempt to deal with an employee who is
either difficult to work with or who has traits that other employees are unable
to deal with, it is up to the manager to handle the situation. These tips can
help healthcare managers deal with employees whose attitude, personality or
work ethic is becoming a distraction in the workplace.
The
first thing to remember is that everyone can be difficult to work with at one
point or another. An argument with a teenager or spouse just before they
arrived at work can lead someone to be difficult during the work day. Stress at
home or a heavy workload can make even the most easy going staff member snap at
another sometimes. These are not the situations to be discussed, however.
Problem employees are those who are chronically difficult to deal with. They
argue their opinion over and over again or make decisions based on what
benefits them rather than the team or the patient. Some may talk instead of
listen while others may be disrespectful. In some cases, the behavior is a
habit while others have developed the traits over time as a coping mechanism.
Four Types of
Difficult Personalities
According
to experts, there are four types of difficult personalities. The first is
abrupt, domineering and arrogant. They use extreme aggression to get what they
want and are not afraid to make a scene in public. The second is
passive-aggressive. They often make negative remarks that they pass off as
teasing. They often attempt to sabotage leaders and coworkers. The third is a
constant complainer who whines and finds fault in everything. They feel it is
their responsibility to complain in order to make things right, but they rarely
offer solutions. The fourth is unresponsive and disengaged. They often shut
down during conversations and avoid answering questions directly.
Managing Aggressive
and Domineering Employees
The
first step in managing an aggressive and domineering employee is to maintain
composure. Aggressive people attempt to deliberately upset others so that they
can take advantage by exploiting weaknesses. Although it may be difficult, the
first step is to offer as little reaction as possible. Take a deep breath and
count to ten before responding. If you reach ten and are still upset, take a
time out by walking away in order to calm down. Tell the person that you will
get back to them or to let you think about the discussion. Pick your battles as
there are times dealing with an aggressive person is not worth your well-being
or happiness. However, as a manager, allowing an aggressive person to
continually show aggression in the workplace can undermine your authority. When
you have to address their actions, approach them on their level and keep the
conversation brief but targeted. Be sure to meet with them in private and not
in front of other staff or patients. Clearly outline the impact of their
behavior using specific examples. Be sure to treat them with respect and remain
calm.
Benefits of Aggressive
and Domineering Employees
Although
aggressive and domineering employees can be difficult to work with, there are
advantages to this type of personality type in the workplace. Domineering
employees make excellent leaders, especially during a crisis. Their energy can
help other employees stay focused and they may be more willing than others to
take on new challenges. When discussing the actions of an aggressive person, be
sure to point out their strengths. This could help them focus their energies on
positive actions rather than negative ones.
Dealing with
Passive-Aggressive Employees
A
passive-aggressive employee has behaviors that appear to be passive but are
actually directed and purposeful. The actions are intended to control others or
assign a negative third-party perception so that they can avoid responsibility.
It is sometimes difficult to recognize a passive-aggressive employee which
makes them harder to control. Once you have identified that an employee is
passive-aggressive, you must address their behavior directly. Be sure to focus
on your own feelings and not the behavior. Never attack the character of a
passive-aggressive employee and make sure you address the situation in private.
Confront them about one behavior at a time rather than all at once. If they
feel the need to retreat during the conversation, allow them to do so in a
dignified manner. Set a time limit to meet with them as passive-aggressive
employees have a tendency to let disagreements drag on. Be sure that the person
understands that you care about them.
Passive-Aggressive
Behavior in the Workplace
Unfortunately,
there are no benefits to allowing a passive-aggressive person continue their
behaviors in the workplace. In many cases, the passive-aggressive person has
developed the behaviors because they have no insight into themselves. When
confronted, they feel they are treated unfairly as they may not even realize
they are angry and resentful. They tend to procrastinate and are very resistant
to change. They have fragile egos and do not handle any form of criticism well.
They withhold information about how they feel. When an employee demonstrates
passive-aggressive behavior, it must be addressed quickly and efficiently in
order to prevent significant damage to morale.
Dealing with a
Constantly Complaining Employee
The
constant complainer is a fountain of complaints in the workplace. In most
cases, complainers can be ignored. Eventually, constant complaints will lead to
a confrontation with either management or another employee. The first step to
address constant complainers is to schedule a meeting in a private location.
Set a time limit of no more than 15 minutes. From the beginning, express
empathy. Often, constant complainers simply want to know they are heard. Show
appreciation for them bringing the issue to your attention, but make no
judgment on whether the complaints are valid. Do not try to convince them that
the problems they see are not really an issue as you will not change their
mind. Ask them to provide you with some solutions to the problem. If they are
complaining about a co-worker, require them to deal directly with the other
person. If they cannot without intervention, offer to mediate a meeting between
the two of them. Ask if the complainer wants your opinion. In most cases, they
will not. They simply want to be heard.
Benefits of Chronic
Complainers
Although
there are those who simply complain to be heard, chronic complainers can also
draw attention to issues within an organization that management may be missing.
Pay attention when people complain, even those who seem to complain about
everything, as there may be some underlying truth to their complaints. By
asking them to provide solutions, you will also learn whether their complaint
has merit. If there is no valid solution, the complaint may not be valid.
Dealing with
Unresponsive Employees
Disengaged
and unresponsive employees have a lack of enthusiasm or commitment to the
workplace. They basically “put in time” during each shift with no excitement or
passion for their job. Disengagement is a growing problem in the workplace,
especially among healthcare workers who are being pulled in many different
directions. If you suspect an employee is disengaged, schedule a private
meeting and specifically ask if there is a problem. Skip the small talk and get
to the point immediately. Explain that they appear to be disinterested in
patient care or another aspect of their job and ask if there is a problem.
Listen and then confirm what they say to you. Repeat what they say in order to
clarify that you heard them. Don’t pressure them to talk. One of the best
questions to ask is “If this problem were solved today, how would your work
performance change?” If the employee answers with confidence, they are willing
to repair the situation. If they do not, they may be in the wrong position. End
the meeting with a commitment to action and follow-up with written
documentation of what that action will be.
Engagement and
Happiness
It
is important to understand that engagement and happiness are two different
things. An employee who is engaged is invested in the organization. By
determining what it is that is making the employee disengaged, you may be able
to identify larger problems in the organization that need addressing as well.
Every
manager will have to deal with a difficult employee at some point.
Understanding the different types of difficult employees can help you learn the
best way to manage them effectively, creating a better working environment for
management and staff alike.
Leading Management Solutions helps medical
practice leaders identify ways to improve operations to increase revenue,
employee engagement, and patient satisfaction. Learn more about us at www.lmshealthpro.com.
About the Author:
Kristen Brady is the founder and owner of Kaboom Social Media, your social media marketing and content specialists! Follow
her on Twitter: @kb54927
