Having the conversation

[Worrywobble]

Tomorrow I am meeting with someone I have line managed for a few months to discuss their performance. They are overall good at the job, however I have concerns about their attitude and manner in the customer facing part of the role. Other members of the team have reported to me that they can be quite rude and I have witnessed some borderline unpleasant exchanges had. I've intervened but perhaps not firmly enough.

In the past, I've managed to talk through areas my reports have struggled with through identifying support such as extra training, buddying etc. I think a big part of this however is who they are as a person. They are very strong willed and don't really care what others think. Any ideas on how to approach?

You must be factual and evidence based. Give factual account be specific how the observed behaviour deviated from expected norms
Keep notes
Make a plan with a timeline going forward

Can you give tangible examples of what they’ve done? I would tread carefully with what you say here cause they might have their own side of events, your 1-1 could turn into a formal grievance if they disagree that they’ve been rude and you insist they change something.

I would be more general if the incidents to date haven’t seen serious and say they come across as “passionate” about their job which is great. And that it’s better to not allow their passion to impact them collaborating with colleagues. Their work is important to them, but it’s also important to listen to other views before coming to a decision and that they should tailor their communication style to different audiences - some situations suit a blunt approach whereas other situations need to be handled more diplomatically. For example the incident you witnessed where there was potential conflict. They should channel their energy into X work task or come to you if they’re concerned about something so you can decide best course of action together. Maybe give them permission to take 5 if they ever feel they need to recharge.

Thank you! This is all really helpful. @blueigloo I think that passionate angle will go down well and help frame what I need to say.

One example is, you need a specific thing to enter our building (think, gym membership card on arrival) and the staff member said something along the lines of 'how are you supposed to get on in life if you can't even remember that?' directly to the customer.

Shit sandwich. What they’re good at, and then ask them about what they see as their own areas for development. You can then segue into, ‘Your key area of development is how we can get you up to company standards on customer service. This will be one of your targets so I’m going to put in a development plan and get you sent on xxx training course/shadow someone good/read company documentation on customer engagement policy…’

the staff member said something along the lines of 'how are you supposed to get on in life if you can't even remember that?' directly to the customer That's not passionate, it is either hostile & rude or an ill-advised joke which is also rude.

You have to give them clear feedback that is not belittling or personal.

-The expectations are we are all polite to customers even if they are in the wrong.
-I've been told that this was said & quote example.
-Please can you give your view of events.
-In future I need you to make sure you are polite even if the customer is in the wrong.