Hostage

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Business owners in many communities are struggling to find good employees. With the economy on the upswing and demographics working against them, most growing companies can't find enough employees to fill open positions. It's even lead some fast food restaurants in far-flung locations to advertise jobs for up to $9 an hour. Signing bonuses and generous benefit packages are being offered by companies that wouldn't have dreamed of offering anything more than minimum wage a few years ago.

All of this has clearly put the employment shoe on the other foot. For years, would-be employees struggled to craft the perfect resume and dress for success for that all-important interview. Today, employers feel lucky if anyone at all answers their want ad. If they're breathing, all the better.

All of this has spawned something I call the "hostage" mentality in some workplaces. By that I mean that some employees are playing against the business owner's fears that they won't be able to replace the employee, should they up and quit. These friendly terrorists can hold the business owner "hostage" in many ways. Listen in to what business owners have been telling me over the past several months...

From the owner of a small business:
"...She knows our computer system backwards and forwards. Unfortunately, nobody else does. When I insisted that she cross-train some other employees, she drove everyone crazy with her complex and overly detailed explanation. When she went on vacation she only showed her back-up person enough to get by. Now she wants a raise. If I say "no" what if she quits?"

From the owner of a retail store:
"...When I decided to get back in touch with the day-to-day details of my business I discovered that the general manager and a few of the other key employees operate with their own rules. They take long lunches, come and go as they please and move at their own pace. I've tried to re-establish some common sense rules (like someone being in the store at all times) but they slip back into their old patterns. Two of them are very highly trained in their technical specialty and they would be very difficult to replace, and they act like they know it. They ignore my requests and have an arrogant attitude. If I didn't need them, I'd fire them tomorrow."

In these situations, the other employees are at a distinct disadvantage, along with the owner. Employees who become mini-tyrants must be brought back into alignment. Here are some ways to do it.

In the case of the computer person who wants to be indispensable, let her know that she can't go on vacation until one or more back-up person(s) are completely trained and a procedures manual is outlined. Until this happens the entire company is vulnerable. In the meantime, you may want to hire a consultant who can check out your system, make sure a complete back up is made and who can step in if the employee quits or walks out.

In the case of the specialized technician, consider looking for a company or individual who can work as a freelancer periodically. Ideally, this person could step in if the other employees quit. Having some potential competition around may also help these employees get the message. At the same time, have individual meetings with each person and re-establish your expectations-clearly and firmly. If they test the limits after that, be swift with follow up action. And don't forget to recognize the good employees. And about that general manager-if he's the ring leader, perhaps he'd better look for another ring to lead.

In my opinion, good employees want to work in a fair environment. They look to the owner to set the tone and keep the balance of power appropriate for the situation. One of the best ways to keep good employees lined up to work for you is to create an environment where the employees are treated like business partners. Their contribution is recognized and the bad apples are weeded out.

Confronting poor performance, or difficult behaviors, is difficult for many managers.  Joan Lloyd’s
How to Coach & Give Feedback learning system is a step-by-step approach to help you help your employees make changes in their performance that will enable them to succeed on the job.  Actually reduces defensiveness and encourages open communication.  Now available in CD!