Many entrepreneurs will eventually have to manage a disgruntled employee for a number of reasons. But you can tackle these situations before they escalate. Importantly, you can avoid future problems by ensuring your employees are engaged at work. Remember, non-engaged employees can turn into disgruntled employees.
Disgruntled employees can pose a risk to your company. In addition to potentially providing poor customer service, they may also create a negative working environment, creating stress for other colleagues within the company. Some disgruntled employees may purposely set out to cause harm to the company, from spreading rumors to stealing money and equipment.
What Is a Disgruntled Employee?
Broadly speaking, a disgruntled employee is a team member who has grievances about their work, employer, team, or responsibilities. This may stem from company policy or a series of incidents; at other times, a single event may offend an employee. Disgruntled behavior may vary depending on the person, but oftentimes a disgruntled team member may share their disapproval with co-workers, rather than voicing their concerns to management. This can create a negative working environment.
How can you tell an employee is disgruntled? Here's what to look out for:
- Changes in quality of work
- Unprofessional interactions
- Poor attendance or tardiness
- Decreased motivation
- Unwillingness to collaborate or lend a hand
How to Handle a Disgruntled Employee
It's important that leadership makes an effort when it comes to addressing the issues that may arise with disgruntled employees and mitigating the risks that they may cause the company.
Regardless of how the disgruntled employee behaves, it is important to always remain professional when handling the situation. Avoid yelling, swearing, or exhibiting unprofessional behavior in any way.
The sooner a disgruntled employee is addressed, the better. Here are a few helpful steps for how to deal with a disgruntled employee.
Steps for Dealing With Disgruntled Employees
1. Remain Professional
Regardless of how the disgruntled employee behaves, it is important to always remain professional when handling the situation. Avoid yelling, swearing, or exhibiting unprofessional behavior in any way. Remember that this behavior is not usually personal, and it needs to be handled in a professional manner on behalf of the company.
2. Handle It in a Timely Manner
The best time to address a problem is when you first see it. Avoiding it just gives the employee time for their attitude to fester. Although it can be a difficult conversation, nip it in the bud right away before it can grow into a bigger problem. Also, after dealing with the disgruntled employee, don’t let rumors build within the company. Take a moment to address that the problem has been taken care of and that it is time for everyone to refocus and get back to work.
3. Keep It Private
Rather than confront a disgruntled employee in front of others, always take it to a more private setting, such as meeting one-on-one in a conference room or private office. Of course, if needed, you can meet one-on-one virtually. Addressing the situation in view of others can cause the employee to become embarrassed, thus fueling their disgruntled fire. Part of being professional is handling the situation as a matter that needs to be addressed privately.
4. Document and Keep Records
A best practice is to document everything taking place in any disciplinary conversations. Whatever the disgruntled employee has done that needs to be corrected should be documented, as should how you address it. Documenting everything, from warnings and discussions to termination of employment, if you have to go that far, can help to protect you and your company.
5. Propose Solutions
When you're able, try to offer the employee potential solutions to their grievances. Sometimes there will be an assortment of solutions available, but at other times only a single option may be appropriate. Solutions could range from further training to extra internal support. Discuss these solutions with the staff member and consider offering to monitor the situation better in the future. When in doubt, request guidance from your human resources (HR) team.
6. Maintain Control
If your disgruntled employee has the company stalled while everyone tries to deal with their drama, then they are being empowered. Don't give them that kind of power. If there is a problem, have the most appropriate person address it directly, and keep everyone else focused on their tasks to move the company forward. This way, the problematic individual also sees that the company is carrying on, independent of their disgruntled attitude.
7. Offer Open Lines of Communication
Once you've reached a resolution with a disgruntled employee, remind them you're always open to hearing their perspective and encourage them to voice any future issues they may have with you. That way, you can collaborate to build a better business for everyone.
8. Know When to Let Go
An appropriate resolution may not be possible. If you feel you have an employee who could escalate the situation into a potentially dangerous one, don’t hesitate to get assistance quickly. If a situation seems truly dangerous, local authorities can help keep employees safe.
Benefits of Managing a Disgruntled Employee
Dealing with a disgruntled employee may seem daunting, but there are many benefits of managing the situation correctly. Doing so in a professional, streamlined way can help other employees feel safe and supported.
- Maintain productivity
- Enforce a safe, supportive company culture
- Improve employee retention
- Avoid a heightened situation and damage to reputation
The Takeaway
Identifying and handling a disgruntled employee quickly can help foster a supportive work environment for all. Use these tips next time you feel an employee may be disgruntled, and take action as quickly and calmly as you can.
A version of this article was originally published on September 28, 2011.
Photo: Getty Images
