How to manage the agent who continuously misbehaving with seniors?

To effectively manage an agent who continuously misbehaves with seniors but is still a good worker, it is essential to address the behavior while also recognizing the employee's positive contributions. This situation requires a delicate approach that involves clear communication, setting expectations, and providing support for improvement.

Firstly, it is important to have a private conversation with the agent to discuss the observed behavior and its impact. Clearly communicate the expectations for professional conduct and the consequences of continued misbehavior. Offer support and guidance to help the agent understand the reasons behind their actions and work towards positive change.

Additionally, implementing a performance improvement plan may be necessary to track the agent's progress and provide specific goals for behavior modification. Regular feedback sessions can help monitor the situation and offer encouragement or corrective action as needed.

It is also crucial to document all interactions and steps taken to address the behavior in case further action is required. Consistency in addressing misconduct is key to maintaining a positive work environment and upholding organizational standards.

Overall, managing an employee who demonstrates a mix of positive work performance and behavioral issues requires a balanced approach that focuses on constructive feedback, support, and accountability. By addressing the behavior proactively and professionally, it is possible to guide the agent towards positive change while recognizing their value as a good worker.

How to manage the agent who continuously misbehaves with seniors but is still a good worker. We are working the night shift, and one of my agents is misbehaving with his seniors. He is producing good work output, which is causing me confusion on how to handle the situation. I have conducted meetings and conversations with him regarding his behavior, but he insists he is in the right. However, there is no doubt that he is creating problems for our company.

Ascertain the nature of misbehavior; wherever possible, get a written complaint or witnesses. If it's substantiated, follow these steps:

First, counsel; then give a verbal warning; thereafter, a warning letter. Then, issue a show cause notice (SCN) or charge sheet leading to termination.

During discussions, make it very clear that unruly behavior which causes fissures in team spirit and morale, leading to a drop in collective productivity, shall not be tolerated. Once the individual has been adequately warned and if the behavior persists, then proceed with the matter unflinchingly.

Warm regards.

Hi,

How did you come to the conclusion that he is a good worker when he misbehaves? Good performance does not only include quantitative outputs but also behavioral aspects, which this guy does not have.

1. Try to collect some evidence to show a clear picture of his misbehavior so that he cannot refute your statements.
2. Try to persuade people who were affected by his misbehavior to take a stand against him and make them realize the same in a gentle manner.
3. If he does not seem ready to correct himself, try to arrange a meeting with your higher official, presenting all the evidence that will strengthen your statements.

Regards,
M. Kannan

Could you please tell us why he misbehaves? I don't think he starts misbehaving without any reason. I would suggest finding out the reason that makes him misbehave; I am sure you will find a reason that prompts him to do so.

I have observed during the initial (1-3 years of experience) days of a career, employees (especially techies) feel great about their contributions to work. Any disrespect to their work is intolerable for them and can lead them to misbehave.

I think you should listen to their points carefully and try to help them understand the seriousness of the situation at work and its consequences politely.

This is the problem with some employees: it would be better if he goes for some soft skills training. However, first, you need to make him realize that what he is doing is not good and will not be tolerable for much longer. Give him some time to improve his behavior.

Talent without discipline is sheer waste. In the long run, such an individual can be a pain for the organization. Follow the strict company policies in such matters. Formulate one if you don't have it already.

The misbehavior cannot be appreciated in any way. But we all know that whatsoever the products or services, agents are the backbone, foundation, or the image builders of any company. The company is known among the public or its customers by its agents. So the matter is very delicate and to be handled carefully.

In straightforward terms, we can say that losing a productive agent will be a financial loss to the company. So, this is a matter of study. We have to find out the origin and the reasons for the agent's misbehavior. Whether the agent has started misbehaving recently or has been misbehaving since the inception of his career in the company as an agent. If he has started misbehaving recently, it means he might be facing some problems either at the office or at home. If his misbehavior is the outcome of the problems at the office, these could be easily resolved by you. If he is facing problems at home, be friendly towards him, try to know the problems, and provide solutions to your best. Every problem has a solution; you just have to start thinking about the solution of the problem and not the problem.

The problem will be horrible when the agent starts misbehaving with the external public or customers. The day he starts misbehaving with the customers, he will start damaging the image or the goodwill of the company. As he is still a productive agent, it means he has not started misbehaving with the customers.

Thank you.

Gyanendra Dixit