Tips for Handling Difficult Discussions with Credit Team Members

Discussions about substandard performance, inappropriate conduct, excessive absenteeism or tardiness, or a negative attitude can be difficult for the supervisor/manager as well as the individual employee.  Following are ten tips to make these discussions more productive and make it more likely that the individual will take the necessary action to address and resolve the problem:

1. Begin the meeting by asking for permission to offer some constructive feedback.  This will not prevent the subordinate from becoming defensive or shutting down, but it is a good way to begin a discussion of this type.
2. Make sure that your feedback is accurate, simple and straightforward.
3. Pick the right time and place.  For example, Friday at 4:45 probably is not the right time for a heart to heart chat.    Also, make sure the place you won’t be interrupted during your discussion meaning that you might be better off using a conference room rather than your office.
4. If the issue is performance related, focus on outcomes not on effort or skills.  For example, it would be better to state the fact that the individual is X weeks behind in completing customer financial analysis rather than suggesting that the individual may not have the skills needed to do the work – or that they are not working hard enough.
5. Always be willing to listen to the individual’s comments as well as their explanations.  It is possible that the problem is not the fault of the individual.
6. Try to use encouragement not threats.  Rather than focusing the entire meeting on what will happen if the individual fails to make the necessary improvements, focus instead on the positive effects of a change in their attitude, behavior or work performance.
7. Make certain the individual understands that ignoring this problem is not an option for them or for you.
8. Before ending the meeting, it is essential to reach agreement about what the individual is going to do, and how soon.
9. State briefly but clearly the consequences if the individual does not make the necessary changes.
10. Agree when and how often you will follow up to review their progress, and when you will meet to discuss their progress.

© 2011.  Michael C. Dennis.  All Rights Reserved