Leadership Barometer 39 Stop Enabling Problem Employees

February 23, 2020

In any organization, there are situations where supervisors accommodate problem employees rather than confront them. Ignoring wrong actions models a laissez faire attitude on problem solving and enforcing rules.

It also enables the perpetrator to continue the wrong behavior. In a typical scenario, the problem festers under the surface for months or even years.

Ultimately escalation of the issue reaches a tipping point when something simply must be done. By this time, the problems are so horrendous they are many times more difficult to tackle.

A common example is when workers stretch break times from the standard 20 minutes to more than 30 minutes actually sitting in the break room.

The total duration is more like 45 minutes from the time work stops until it resumes. The supervisor does not want to appear to be a “by the book” manager, so the problem is ignored every day.

When things get too far out of control, the unfortunate supervisor is forced to play the bad guy, and everyone suffers a major loss in morale and trust.

I once worked in a unit where one person suffered from acute alcoholism. His abusive behavior was enabled because his supervisor did not dare confront him. The excuse was that his process knowledge was so important to the organization that he could not be fired.

Finally, the situation became intolerable. When they called him in to confront the facts, he had been out of control for 15 years. His reaction to the manager was, “What took you guys so long?”

Following months of treatment, he became sober and was able to go on with his life as a positive contributor. Unfortunately, he was old enough by that time to retire; the organization had acted too late to gain much benefit from his recovery. The problem was clear, yet for years nothing was done.

In every organization, there are situations like this (not just health issues – tardiness, too many smoke breaks, or abusing the internet are typical examples). Leaders often ignore the problem, hoping it will go away or fearing that the cure will be worse than the disease.

The advice here is to remember the comment made by my friend, “What took you guys so long?” and intervene when the problems are less acute and the damage is minor. In his case, that would have been a blessing; the man died a few months after retiring.

Taking strong action requires courage that many leaders simply do not have. They rationalize the situation with logic like:

• Maybe the problem will correct itself if I just leave it alone.
• Perhaps I will be moved sometime soon, and the next person can deal with this.
• Confronting the issue would be so traumatic that it would do more harm than good.
• We have already found viable workaround measures, so why rock the boat now?
• We have bigger problems than this. Exposing this situation would be a distraction from our critical work.

The real dilemma is knowing the exact moment to intervene and how to do it in a way that preserves trust with the individual and the group.

Once you let someone get away with a violation, it becomes harder to enforce a rule the next time. You also run the risk of appearing to play favorites when you try to clamp down on other individuals.

The art of supervision is knowing how to make judgments that people interpret as fair, equitable, and sensitive. The best time to intervene is when the issue first arises. As a supervisor, you need to make the rules known and follow them yourself with few and only well-justified exceptions.

It is not possible to treat everyone always the same because people have different needs, but you must enforce the rules consistently in a way that people recognize is both appropriate and disciplined.

Be alert for the following symptoms in your area of control. If you observe these, chances are you are enabling problem employees.

• Recognition that you are working around a “problem”
• Accusations that you are “playing favorites”
• Individuals claiming they do not understand documented policies
• Backroom discussions of how to handle a person who is out of control
• Denial or downplaying an issue that is well known in the area
• Fear of retaliation or sabotage if rules are enforced
• Cliques forming to protect certain individuals
• Pranks or horseplay perpetrated on some individuals

These are just a few signals that someone is being enabled and that you need to step up to the responsibility of being the enforcer.

Sometimes supervisors inherit an undisciplined situation from a previous weak leader. It can be a challenge to get people to follow rules they have habitually ignored.

One idea is to get the group together and review company policy or simply ask what the rules are in this organization. Often people do not know the policies, or pretend they do not know, because the application of rules has been eclectic.

This void gives you a perfect opportunity to restate or recast the rules to start fresh. It can be done as a group exercise to improve buy-in. When people have a hand in creating the rules, they tend to remember and follow them better.

If you are not a new leader but are in a situation where abuse has crept in, using this technique and taking responsible action can help you regain control and credibility.

The reward for making the tough calls is that people throughout the organization will respect you. Problems will be handled early when they are easier to correct. The downside of procrastinating on enforcement is that you appear weak, and people will continually push the boundaries.

The preceding information was adapted from the book Leading with Trust is like Sailing Downwind, by Robert Whipple. It is available on http://www.leadergrow.com.

Robert Whipple is also the author of The TRUST Factor: Advanced Leadership for Professionals and, Understanding E-Body Language: Building Trust Online. Bob consults and speaks on these and other leadership topics. He is CEO of Leadergrow Inc. a company dedicated to growing leaders.


Successful Supervisor 27 – Keeping Discipline

May 21, 2017

There is a natural tendency for people to test their supervision. I believe this universal condition stems from people’s desire for maximum comfort and the ability to control how they use their time.

In most, but not all, cases this condition forces the supervisor to maintain discipline within her group. I will deal with an exception at the end of this article.

In order to obtain maximum efficiency, most organizations establish rules that are expected to be followed. For this article, I will use the example of the length of breaks, but the same logic holds for all rules that employees are expected to follow.

Let’s say that in this organization there are two breaks from the work, one about half way between the start of the shift and one midway between the lunch break and quitting time.

The standard break has been set in this organization for 15 minutes. It is up to the supervisor to enforce this rule along with all of the other rules of deportment.

She notices that the time her employees are actually off the job for break time has started to creep higher than 15 minutes because employee need to shut down the process and travel to the break room.

First they go to the bathroom to take care of physical needs and wash up, then they go to the break room, or some of them go outside for a smoke break (more information on smoking later in the article).

The employees sit in the break room chatting and snacking for 15 minutes, but the actual time off the job turns out to be closer to 25 minutes. The supervisor wonders if she should say something because the total lost production time for the break is typically nearly twice what was intended.

The supervisor decides not to be hard-nosed on this point and gives the extra time so employees can have a reasonable break. Then she starts to notice the actual time in the break room starts to lengthen to roughly 20 minutes, making the total production loss more like 30 minutes.

She still wrestles with whether to come down hard on the crews, because she can anticipate they will get even with her in some other form of work slowdown over which she has little control.

This pattern of extending breaks goes on and continues to get worse with time until the supervisor is forced to do something. What she does and how she does it will make the difference between success or failure. It will also determine the level of true respect she receives going forward.

The easiest way to handle this situation is to put a notice on the bulletin board or write an e-mail to all employees that “from this point on we will adhere strictly to the 15 minute break periods.”

That course of action may work in certain cultures, but it will backfire with most groups. What she will get is a kind of scorn that mocks her attempt at discipline.

I recall one manager early in my career tried to enforce quitting time by memo. What happened is that one of the technicians built a “bugle” out of copper tubing, a funnel and a pneumatic fitting.

Every day at precisely quitting time he would blow the bugle to signify time to go home and everybody would stampede to the elevator. Essentially the employees were mocking the manager’s attempt to control the time employees left for the day.

Solutions

1. Discuss in small groups

One way to control the following of rules is to work with people in small groups and discuss the reasons for the rules. The supervisor can be open to suggestions but ultimately has to ask the group if they intend to follow the rules.

If they say “yes” then she should ask them to police themselves in that behavior. If they say “no” then the supervisor might ask what it would take for them to comply. I believe asking questions in these situations is more helpful than citing rules from the book.

2. Identify the informal leader and enroll that person as an ally

In every group there is one or more informal leaders to whom the rest of the people look to for guidance. Usually this person is easy to spot.

The supervisor can confide in the informal leader her dilemma at getting people to keep breaks to a reasonable level. She can ask for the informal leader’s help or suggestions as to how to get people back to a reasonable break length. If the informal leader gets up from the table at roughly the specific time for end of break, then the others will notice and break up their visiting quickly.

3. Join the group but leave at the proper time

The supervisor can actually join the group of workers to have some social time and have a break along with the others. She can then get up from the table at the appropriate time. This action puts everyone on notice through behavior rather than trying to reason with people verbally or by e-mail.

4. Avoid trying to incent people to follow the rules

I knew one supervisor who tried to regain control by offering a pizza party at the end of the week if the crews would only comply with the specified break times. This approach is a kind of slippery slope that will become an albatross down the line. Do not provide additional incentive for people to do what is expected of them. You do not reward a driver because he stops at a red light.

5. Examine the rule to see if it should be altered

If shutting down the process plus a bathroom break take so long that there is no real “break” without stretching things, maybe the rule is too restrictive. The supervisor could lead discussions on how to make up the productivity losses to give employees a sense of ownership.

Often some form of staggering break times is a reasonable solution. That way the process can limp along and never shut down throughout the break period.

Special situations with Smoke Breaks

Smoke breaks are a special condition that can easily get out of hand. The ultimate problem with frequent smoke breaks occurs with fellow employees who have to cover for the person who is outside indulging his habit. This stress can become a real problem for any group. Here are some ideas:

1. Make it illegal

Many organizations have made the entire premises a smoke free zone, and that ends the stress of people taking too many smoke breaks. Supervisors need to be sensitive to people who are truly addicted. Sometimes medical assistance during the transition is helpful.

2. Confine the activity to the standard break time

Some groups allow smoking only during standard break times in an effort to be fair to all employees. In other words, let it be known that a person can smoke on break time but then not be allowed to take an additional 20 minute break for another smoke the very next hour.

3. Have a Wellness Program

Many groups run wellness programs that encourage employees to do a number of things to improve their overall health. Coaching on quitting smoking can be one of the major things a supervisor can employ to help people improve the quality of their lives. This may involve professional help from the outside.

Owning the Rules

At the start of this article I promised to address a different kind of ownership of the rules. Many companies have adopted practices that allow employees to feel true ownership of the business. There are several organizational techniques that can lead to this kind of ownership.

One such arrangement is an ESOP, where the employees are literally the owners of the business. As the business does well financially, the employees are directly compensated for that good performance.

There are several other methods to achieve a similar dynamic, and where it is truly embraced throughout the organization, the need for a supervisor to enforce rules becomes significantly diminished.

If you are a supervisor in a conventional organization, realize that the employees are going to test you in every way imaginable. You must be worthy of the test and maintain good control without becoming like Ebenezer Scrooge.

You also need to determine when it is necessary to bend a rule for a personal emergency situation. These tests will determine your level of effectiveness, because they ultimately define the culture in which your employees work.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763