This slideshow presentation goes beyond just making sure you hit the numbers as a manager. You sometimes need to be a counselor or mediator. In most cases, using good old common sense will get you through the issue at hand. You should be the first line of defense, as you might be able to handle the situation by just listening and showing some compassion.

1. Lesson 5
Presentation Overview

2. How to Deal with Conflict,
Problems, Difficult Employees
&
Firing

3. Just when you think you have a well-
oiled team machine:
Conflicts, difficult employees, poor
performance, poor attendance, and
potentially dangerous situations can arise.
You need to know how to deal with these
types of problems.

4. How to Deal
with Conflict

5. Examples of conflict
A personal problem between two or more people, such as:
• Values
• Beliefs
• Soured Friendships
• Quid Pro Quo
• Sexual Harassment
• A perception of working harder than the other
• One person blaming another for past mistakes
• Jealousy due to favoritism
• Not happy with the assigned work
• Personality clash
• Disagreements
• Inappropriately dressed
• Personal hygiene

6. Is the conflict shared
by everyone?
If yes, examine:
• Who?
• What?
• When?
• Where?
• How?
• Why?
Do all you can to remedy the situation as it could be a
process and procedure breakdown

7. Is the conflict due to
one individual?
If yes, examine:
• Office policies
• Company Handbook
• Consult with HR
State to the individual that part of your managerial responsibilities
is to make sure the department works in harmony, and that you
cannot afford any disruptions of any kind

8. Is the conflict due to a
few individuals?
If yes,
• It might work itself out, but keep a close eye on the issue
• If it is a major problem, bring the individuals into your office
• Act more as a mediator than a judge
These kind of problems are usually friendship related, a personality
clash, disagreements or mixed expectations

9. How to Deal
with Violence,
Bullying and
Anger

10. Try to look for signs
before it occurs:
• Emotional outbursts
• Confrontations
• Unusual social behavior
• Challenges authority
• Bullying
• Intimidation

11. Maintain a positive, calming,
anger-preventing attitude
• Use your leadership skills
• Try to reduce the explosive situation
• Immediately bring the person into your office to discuss
• If it is major, try to get the person outside
• If needed, call HR and Security
• In extreme cases of violence, call the police

12. How to Deal
with Difficult
Employees

13. Examples of difficult
employees:
• Rides the time off policies to the edge
• Does the absolute minimum work expected
• Testing and criticizing policies and procedures
• Negatively gossips and backstabs
• Has a bad attitude
• Conducts themselves poorly
• Work is below average

14. Basic steps to follow
regarding:
All employee issues…

15. 1. Counsel and verbal warning
• Privately invite the person into your office
• Be honest and upfront
• Use “I” statements, not “you”
• Agree on a resolution
• Explain next steps if not resolved
2. First and/or second written warnings
• Continue to confront until resolved
• Be more direct
• Inform HR
3. Suspension and/or Termination
• You’ve done all you could in steps 1 & 2
• Work with HR on the next actions to take
Be well prepared, non-judgmental and, DOCUMENT EVERYTHING!!!

16. How to Deal
with Firing an
Employee

17. One of the most difficult tasks you have to face as a
manager, is firing employees. This is the part of the job
that most people dread.
If you have provided clear expectations, behaved
ethically sound, and have implemented the associated
steps, you have justification to fire the person.
The employee who, breaks the rules, is not performing up
to job expectations, has a poor attendance record, or
causes difficulties in the workplace, needs to be let go, as
long as you did all you could to rectify the situation…

18. Here are the steps to firing:
1. Let the person know you need to speak to them immediately.
2. Don’t be tentative, be straightforward.
3. You will be asked, “Why am I being fired?” State the reason.
4. Don’t discuss the reasoning for too long,
5. The employee might be acceptable, end it quickly.
6. Give advice, if the employee is not too upset.
7. You, and preferable a security guard, should be with them at all
times, when getting their belongings from their desk.
8. HR will most likely meet with the individual to discuss possible
severance, etc.
9. Your department will be anxious, explain that the individual is
no longer with the company. Don’t go into details. Be seen as a
“quietly strong leader.”

19. Keep your radar on at
all times…
These sites can help
• www.eeoc.gov
• www.nlrb.gov

20. Dealing with employee issues and
having the confidence to confront
& fire, is possible, with the
exceptional management skills you
will possess…
End of presentation