Dealing with the Employee from Hell: A Guide to Coaching and Motivation: 3 - Softcover

Belding, Shaun

Softcover

ISBN 10: 0749444533 ISBN 13: 9780749444532

Publisher: Kogan page, 2005

Synopsis

<p>Difficult employees can make someone question why they became a manager in the first place. Unpleasant, confrontational or undermining, they can stop a team achieving workplace goals. For some it is a performance issue - no matter how they are managed, they just don't get the job done. For others it's the attitude - they're negative, whiny, miserable and they drag everyone else down with them.</p><p><i>Dealing with the Employee from Hell </i>will help anyone to identify problem colleagues and how best to deal with them: those that need a little encouragement or direction, those that need serious attitude adjustment, and those that need to be 'set free'.</p><p>A practical guide, <i>Dealing with the Employee from Hell</i> shows how to set motivating performance standards that will guarantee results. It will help anyone to set goals, observe performance, assess performance, and then respond with non-negotiable performance standards.</p>

About this title

About the Author

<b>Shaun Belding </b>is the CEO of The Belding Group of Companies, a performance development company with three divisions that include customer service training, mystery shopping and employee performance measurement. Shaun speaks internationally, and is recognised as one of the leading global experts on customer service, service recovery and building positive workplaces.

From the Inside Flap

Dealing with the Employee From Hell
A Guide to Coaching and Motivation
Shaun Belding

REAR COVER:

Difficult employees can make you question why you became a manager in the first place. Unproductive, confrontational, negative or undermining, they can drag everyone else down with them and stop a team achieving its goals.

Dealing with the Employee from Hell provides real-life solutions to challenges facing managers on a daily basis. With examples of the different types of difficult employee, it will help you to identify problem colleagues and how best to deal with them. Find out about:

what employees want;
what makes a great boss;
creating a good environment;
communicating with employees;
setting performance standards;
setting goals;
observing and assessing performance;
responding to performance.

Whatever your level of experience Dealing with the Employee from Hell will help you to understand colleagues and set motivating performance standards that guarantee results.

Shaun Belding is the President of Belding Skills Development Corporation, an international training and development consultancy specializing in customer service, teambuilding, management and leadership.

Excerpt. © Reprinted by permission. All rights reserved.

<p>Introduction: Into the depths of Hell</p><p> <b>1. What employees want </b></p><p> DARTs</p><p> The telescope effect</p><p> <b>2. Setting the stage </b></p><p> 1. Become a better boss</p><p> 2. Create an enjoyable environment</p><p> 3. Communicate with your employees</p><p> 4. Lose the stupid rules</p><p> 5. Use the power of pardac</p><p> 6. Don't embarrass your employees</p><p> 7. Listen to your employees</p><p> <b>3. Anatomy of a great boss</b></p><p> What leadership is all about</p><p> <b>4. Setting immutable performance standards </b></p><p> The principles of immutable performance standards</p><p> Positive and negative consequences</p><p> <b>5. Performance coaching</b></p><p> <b>6. Setting goals </b></p><p> Principles of setting performance goals</p><p> <b>7. Observing performance </b></p><p> Rule 1: Look for the good first</p><p> Rule 2: Be open</p><p> Rule 3: Be discreet</p><p> The trap: Don't lose focus on your objectives</p><p> <b>8. Assessing performance </b></p><p> Avoid preconceptions</p><p> <b>9. Responding to performance </b></p><p> 1. The positive response</p><p> 2. The constructive response</p><p> 3. The corrective response</p><p> <b>10. The fine art of delegating </b></p><p> The delegating process</p><p> <b>11. Carrots and sticks </b></p><p> EM drivers</p><p> <b>12. Setting employees free </b></p><p> 1. Get a second opinion</p><p> 2. Cover your bases</p><p> 3. Set a decision date</p><p> 4. Break the news</p><p> <b>13. Poison in the pool and curious quirks </b></p><p> Poison in the pool</p><p> Conclusion</p>

Edition details

• Publisher: Kogan page
• Publication date: 2005
• Language: English
• ISBN 10: 0749444533
• ISBN 13: 9780749444532
• Binding: Paperback
• Edition number: 1
• Number of pages: 168