A Key Question Regarding Difficult Employees

Yesterday I did my seven hour "Understanding the Difficult Employee" program in Colchester, CT. As we talked about gathering facts and creating an impact statement, I presented a key question to ask whenever a manager has to deal with an employee performance problem: "Is it a question of skill, or is it a question of will?"

If it is a question of skill, in effect you are saying "My employee has the will; they want to do the job. They want to do a good job. In fact they would do a good job; it's just that they don't know how to do the job." In that case you'll proceed with coaching and teaching the skill. You'll also think about questions such as prior experience, aptitude and ability to learn.

On the other hand if it is a question of will, in effect you are saying "My employee has the skill; they know how to do the job. They know how to do a good job. In fact they could do a good job; it's just that they don't want to do the job." In that case all the coaching and teaching in the world isn't going to help you. You need to move towards counseling and discipline, and you'll also want to consider things like personal interests, career goals and motivation.

When a manager says "I have a difficult employee," the overwhelming majority of the time you can bet that the issue is not one of skill. Thus our "Handling the Difficult Employee" program focuses on motivation, personal interests, counseling and discipline.

I also have to credit Robert Mager and Peter Pipe for introducing me to the concept of skill versus will. More about them in tomorrow's post.

About me: Dan Pelley conducts training programs for supervisors in the New England states, with a concentration in Massachusetts (MA), Connecticut (CT) and Rhode Island (RI). "Handling the Difficult Employee can also be presented on-site at your location. Visit our website (click here) or e-mail (click here) for more information.

Copyright © 2009 Daniel W. Pelley
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