What to do about unreliable people
Are you frustrated by the impacts unreliable employees have on the spirit and performance of your team? If so, you’re far from alone. Many of the leaders we work with complain of the need to manage people who drop the ball just when they are needed most. Tardiness, absenteeism, missed deadlines and inconsistent standards of work quality are common concerns.
The unpredictable nature of their performance creates risk, drains time, energy and resources, and ultimately holds your team back from being at their best. In my experience, the most important steps you can take to address the problem include these.
Face reality. Understand that no matter how talented someone is, if they fail to behave successfully their value is limited. Recognise when people with high potential are undermining their own success and that of the team. Avoid the all-too-common mistake of allowing so called high performers to get away with a hit and miss standard of contribution. Expect consistency from everyone, including your best and brightest.
Leave no room for doubt. Set very clear expectations about how people are expected to behave. Being a reliable member of the team is a fundamental expectation of any employment relationship. Make this clear from the beginning, and through coaching feedback, reinforce what being reliable means in your business.
Show and tell. Showcase what you expect from others. Be consistent and reliable yourself and your team are entirely more likely to rise to the occasion. Give ongoing constructive feedback about ways in which someone can be relied upon, and ways in which they can potentially improve.
Address issues. Recognise when unreliable employees are holding themselves and others back from achieving what they are capable of. Engage early. As soon as you become concerned about your ability to rely on someone, let him or her know. Explain why their behaviours or choices are eroding your confidence that they will deliver when they need to.
Act with strength. Be prepared to take the actions necessary to consistently apply the standards you set. Idol threats do nothing to resolve issues and, in many cases, reinforce the very behaviours you are working to overcome.
A common issue many employers face is people taking ‘sickies’. While of course it’s important to respect the right for people to take personal leave due to ill health, its critical also that you have honest conversations with those you suspect are in fact absent for other reasons. Be compassionate but expect also that people demonstrate resilience and commitment to getting to work and doing their job.