How to Handle Difficult Employees Like a Pro

It Started with a Call 📞

A few month ago, I received a call from Rachel (name changed), the HR head of a renowned logistics company. She sounded stressed.

“We have this employee,” she began hesitantly. “They’re talented but extremely difficult to work with. It’s affecting the team’s morale. I’ve tried talking to them, but nothing seems to work. What should I do?”

Rachel wasn’t new to challenges. Under her leadership, the company had achieved remarkable growth, and her team had benefited from our leadership coaching sessions in the past. But this was different.

“Let’s work on this together,” I assured her.

Step 1: The Backstory To get a clearer picture, I asked Rachel a few questions:

• How long has this employee been with the company?

• Have there been consistent performance issues?

• Can you recall specific incidents that highlight the problem?

Rachel did her homework and came back with the details: the employee had been with the company for four years, delivered decent work, but often clashed with colleagues and missed important deadlines.

The problem wasn’t a lack of skill—it was a behavioral challenge.

Step 2: Preparing for “The Talk” Rachel admitted that previous attempts to address the issue had been haphazard. “I’m either too soft, or I end up sounding harsh,” she confessed.

We needed a structured approach. I shared a simple yet powerful framework with her:

1. Start with the Facts: Describe the specific behaviors causing issues, without assigning blame.

2. Explain the Impact: Help the employee understand how their actions affect the team and the organization.

3. Open the Floor: Ask for their perspective and let them feel heard.

I also gave Rachel an assertive communication script to keep the conversation focused and productive.

Step 3: Shifting the Focus To make the meeting truly impactful, I asked Rachel to reflect on a few key questions beforehand:

• What are this employee’s strengths?

• How can those strengths be leveraged to improve their behavior?

• What specific behaviors or outcomes need to change?

When the time came, Rachel began the meeting not with criticism but by acknowledging the employee’s contributions. This immediately shifted the tone of the discussion.

Then, she shared the challenges and asked open-ended questions like:

• “What do you think could be done differently to improve your performance?”

• “How can I and the team support you in this?”

Step 4: The Breakthrough At first, the employee was defensive. But as Rachel stuck to the framework—calm, assertive, and empathetic—they began to open up.

The real breakthrough came when Rachel used the 3-Step Feedback Model:

1. What’s working well? She highlighted their skills and past successes.

2. What needs improvement? She addressed the behavioral issues head-on.

3. What’s next? Together, they created a clear action plan for growth.

The Transformation Two weeks later, Rachel called me again, this time with excitement in her voice.

“I can’t believe the difference!” she exclaimed. “The employee has already started making changes. They even thanked me for the meeting!”

By focusing on clarity, empathy, and actionable steps, Rachel not only resolved the issue but also strengthened her relationship with the employee.

Your Takeaway

Every difficult employee is an opportunity in disguise. With the right approach, leaders can transform challenges into growth stories—for both the individual and the team.

Does this story resonate with you? If you’ve faced similar situations, let’s connect!

Click here: https://stepup.openboxconsulting.in/step-up/ and I’ll share more strategies to help you build high-performing teams.

Manish Upadhyay

Leadership & SME/MSMEs Business Coach

OPEN BOX Consulting