In last week's blog, we explored the concept of "talented terrors" in the workplace, the behaviors often exhibited by these employees, and the negative impact these interpersonal issues can have on both employees, and the organization. In part 2, we will discuss why healthcare leaders may struggle to address negative behavior of otherwise talented employees, and strategies to help them move forward in having these challenging conversations.
The Struggle is Real - The Staffing Dilemma
What makes this struggle even more difficult for healthcare leaders today is the ongoing staffing shortages and retention issues plaguing the industry. With fewer staff members to rely on and an increasing demand for services, healthcare organizations are more dependent than ever on their top performers. However, the reality of trying to balance high performance with a challenging work environment becomes more complex in an atmosphere where every employee, regardless of behavior, is critical to the success of the organization.
Leaders often find themselves avoiding challenging discussions with those employees demonstrating the behaviors associated with "talented terrors," because if their work performance meets or exceeds expectations, behavior becomes easier to ignore when acknowledging the reality that if the employee can't change their behavior, the leader and team will be met with another staff vacancy.
While it's easy to see on the surface why a leader may choose to focus on performance over behavior to avoid staffing vacancies, ultimately, the employees who have to work alongside an unpleasant teammate may choose to leave due to the leader not holding everyone equally accountable for standards of behavior, and demonstration of the organization's core values. High performing employees who also have a high level of emotional intelligence will seek out employment in a workplace that supports their values, versus tolerate toxic behavior, resulting in the staffing challenges the leader was attempting to avoid in the first place.
Strategies for Managing "Talented Terrors"
Clear Expectations and Boundaries - These individuals thrive in environments where expectations are well-defined. Leaders should create clear standards for behavior, performance, communication, and collaboration to ensure that high achievers understand what is expected both professionally, and personally when interacting with others. A written standards of behavior document should be utilized, and all employees should review and attest to their commitment to adhere to the organization's standards of behavior.
Encourage Emotional Intelligence - Help "talented terrors" increase their level of emotional intelligence (EQ). Empathy, self-awareness, and emotional regulation are crucial for success in healthcare environments. Providing training and support in these areas can help them better navigate their interactions with peers and supervisors.
Constructive Feedback and Coaching - Use concrete examples with them when they fall short, or demonstrate undesirable behavior, and discuss how the situation could have been handled differently. Focus on actionable steps to help them improve professionally, and personally. Leaders should always document the feedback and coaching conversations held with the employee. Reviewing the standards of behavior document they previously signed when standards aren't being followed is a tangible, equitable way to point out behavioral concerns.
Engage in Leadership Development - Ask the individual what support they feel they need to make the changes being requested of them, and provide resources as applicable. If the individual feels they have no areas in which they'd like to improve, this might be a sign that they are not accepting the feedback being provided to them.
Engage Human Resources Support - no different than when working with individuals to improve their performance, leaders should engage their Human Resources/Personnel Department for support in managing those who are demonstrating poor behavior or interpersonal interactions. This will help the leader ensure they are providing the employee with an opportunity to improve and correct their behavior, while ensuring the process is documented in the event the employee fails to meet the expectations given by the leader.
While managing "talented terrors" is challenging, and not without stress, the employee deserves an opportunity to be made aware of their unacceptable behavior, and work to make the necessary improvements to be retained. Many of these employees simply lack self-awareness, and when pointed in the right direction, can be retained as high performing employees. If it turns out they are simply incapable of making the necessary changes, leaders can rest easier knowing they've given them the opportunity to improve, while also upholding the organization's standards of behavior equitably among employees, which will build trust between them and the rest of their team.
For more resources, or if your organization could benefit from relevant, robust leadership development training and/or coaching, subscribe to our website and contact Stephanie for more information.