From Fear to Confidence:
Handling Difficult Employee
Situations
Holly Schoenherr
Director of Human Resources
Self Assessment (Be Honest…)
Problem:
I tend to delay difficult discussions
Source: www.youroffiecoach.com
Self Assessment (Be Honest…)
Problem:
I tend to delay difficult discussions
Consequence: Problem gets worse
Source: www.youroffiecoach.com
Self Assessment (Be Honest…)
Problem:
I am reluctant to give low ratings on
performance reviews
Source: www.youroffiecoach.com
Self Assessment (Be Honest…)
Problem:
I am reluctant to give low ratings on
performance reviews
Consequence:
Employee is unaware of
performance problems
Source: www.youroffiecoach.com
Self Assessment (Be Honest…)
Problem:
I sometimes give in to employees,
even when I don’t agree
Source: www.youroffiecoach.com
Self Assessment (Be Honest…)
Problem:
I sometimes give in to employees,
even when I don’t agree
Consequence: Loss of respect
Source: www.youroffiecoach.com
Self Assessment (Be Honest…)
Problem:
I feel somewhat guilty if I tell an employee
about a performance problem
Source: www.youroffiecoach.com
Self Assessment (Be Honest…)
Problem:
I feel somewhat guilty if I tell an employee
about a performance problem
Consequence: Fosters a
negative environment for
other employees in the unit
Source: www.youroffiecoach.com
Self Assessment (Be Honest…)
Problem:
I worry about grievances
Source: www.youroffiecoach.com
Self Assessment (Be Honest…)
Problem:
I worry about grievances
Consequence:
Problems continue
Source: www.youroffiecoach.com
It’s Not About YOU
It’s About a Great Workplace
“Great managers believe that creating a
great workplace is both necessary and
possible, and they hold themselves
responsible for doing so. Great managers
are resolute and confident with periods of
being doubtful and indecisive…not the other
way around.”
Robin, J. and Burchell, M. (2013) No excuses: how you can turn any workplace into a great one.
Jossey-Bass.
An ounce of prevention…
(you know the rest)
Practice Makes Perfect

Strive to be respected instead of being liked

Balance concern for feelings with concern for
productivity

Address performance/behavior issues
immediately

On performance reviews, save the top rating for
truly outstanding performance

Focus on coaching when mistakes are made
Source: www.youroffiecoach.com
Importance of Coaching Skills

A critical aspect of your role as a leader is
to provide feedback to employees
Importance of Coaching Skills


A critical aspect of your role as a leader is
to provide feedback to employees
Many leaders underestimate
feedback's value and the power it has
to build positive attitudes and improve
performance
Importance of Coaching Skills

Effective coaching builds quality
relationships—it delivers the message
that you care enough to spend your
time really thinking about the details of
their work.
Video
10 Steps to Exceptional Coaching
1.
Determine your goal for the meeting
Source: www.youroffiecoach.com
10 Steps to Exceptional Coaching
1.
2.
Determine your goal for the meeting
Recognize strengths
Source: www.youroffiecoach.com
10 Steps to Exceptional Coaching
1.
2.
3.
Determine your goal for the meeting
Recognize strengths
Describe your factual observations
Source: www.youroffiecoach.com
10 Steps to Exceptional Coaching
1.
2.
3.
4.
Determine your goal for the meeting
Recognize strengths
Describe your factual observations
Discuss behaviors or performance, not
personality
Source: www.youroffiecoach.com
10 Steps to Exceptional Coaching
1.
2.
3.
4.
5.
Determine your goal for the meeting
Recognize strengths
Describe your factual observations
Discuss behaviors or performance, not
personality
Explain why it’s important
Source: www.youroffiecoach.com
10 Steps to Exceptional Coaching
6. Ask questions to engage the employee
Source: www.youroffiecoach.com
10 Steps to Exceptional Coaching
6. Ask questions to engage the employee
7. Get input on possible solutions
Source: www.youroffiecoach.com
10 Steps to Exceptional Coaching
6. Ask questions to engage the employee
7. Get input on possible solutions
8. Agree on action steps and assessment
Source: www.youroffiecoach.com
10 Steps to Exceptional Coaching
6. Ask questions to engage the employee
7. Get input on possible solutions
8. Agree on action steps and assessment
9. End on a positive note
Source: www.youroffiecoach.com
10 Steps to Exceptional Coaching
6. Ask questions to engage the employee
7. Get input on possible solutions
8. Agree on action steps and assessment
9. End on a positive note
10. Follow up
Source: www.youroffiecoach.com
Your Action Plan
What weaknesses need to be strengthened?
Talk to your supervisor and develop a plan of
action to build your confidence and skills.
Who can help?
SCSU Human Resources
 Holly Schoenherr, Director
 Mary Bongers, Assistant Director
 Rose Haugen, Assistant Director
 Teresa Weihs, Employee Development Specialist
MnSCU Leadership Development
 Art & Science of Supervision
LifeMatters Employee Assistance Program
https://www.mylifematters.com/
Trusted Mentor