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If you are managing an employee with a "bad attitude," trying to fix it and change the person is an extremely difficult undertaking and most probably will not work. The best way to deal with this problem is to try to forget the attitude itself and to focus on the specific, concrete behaviors that are causing problems at work.
The behaviors, what a person says or does, are the real problems when it comes to dealing with a bad attitude. Using the word "attitude" when addressing the problem with the offending person is futile. Instead, pinpoint the actual problem or concern and write down the verbal and non-verbal behaviors that contribute to the problem. Keep track of how often the behavior occurs and have dates, times, and places correct so that the person knows you have observed their behavior. It is also crucial that you answer the question "so what?" before you sit down with the offender. Be entirely clear on:
- what the impact of the behavior is,
- how the behavior is at odds with the company or department's vision and values,
- the effect the behavior has on customers and coworkers,
- and the adverse effects of the behavior.
With your list in hand, begin the conversation by saying something like "Jack, I have a problem, and I need your help." The reaction to your list of concerns will probably be denial, but you should wrap up the conversation swiftly, with the hope that the person's behavior will change as soon as he or she realizes that someone is aware of it. Wait a week and initiate another conversation if there has been no change. Don't forget to listen carefully to what the person has to say. They may be coping with a personal problem that requires EAP intervention to fix. If a third session is needed, things are more serious. Be blunt and be sure to ask that the person stop the offending behavior.
You can also use your performance appraisal form to get the point across that behaviors need to change, especially if it is not time for the person's annual review. Fill out the form, listing the behaviors, and circle the lowest possible rating. Explain to the person that this is what they will see if their behavior does not change and that you wanted to save them from any surprises.
If you make the effort, and exemplify positive behaviors yourself, odds are good that the behavior will change. If all efforts fail, however, you may have to ultimately arrange a parting of the ways, with the knowledge that you have made your best effort, and the right decision.
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