To manage a disruptive high-performer, have a private conversation to address the behavior while acknowledging their achievements. Explain how their actions impact the team and service quality, focusing on solutions rather than blame. Set clear expectations for behavior moving forward and offer support through coaching or mentoring. Monitor their progress closely and provide regular feedback to reinforce positive changes. This approach ensures you maintain both high performance and a positive team environment.

I always like to highlight the fact that a lot of things you apply to your clients, you can definitely apply to your people. And becoming an expert in courageous conversations is definitely one of them: ? Be prepared: Know exactly what you want to address and what outcome you want ? Anticipate challenging questions / objections ? Do not fall into the trap of becoming defensive ? Use their needs as the primary argument behind the reason why you need to address this point ? Come to a point of agreement and mention the next stage(s)

Here are some strategies to handle a disruptive high performer in customer service: -Open and Honest Communication: Have a direct conversation about their behavior and its impact on the team. -Set Clear Expectations: Outline the expected behavior and consequences of continued disruptions. -Provide Support: Offer resources like coaching or training to help them manage their behavior. -Recognize Their Contributions: Acknowledge their positive qualities and performance to maintain a productive relationship. - Explore personal or work-related issues that might be contributing to their behavior. -Seek HR involvement if necessary Remember: The goal is to address the issue while preserving their valuable contributions to the team.

Pour gérer un employé perturbateur mais performant, il est important de reconna?tre ses contributions tout en abordant les comportements problématiques. Une discussion franche et bienveillante peut permettre de clarifier les attentes en matière de collaboration et de respect des process. Ensuite, proposer des objectifs d'amélioration spécifiques et un suivi régulier aide à canaliser ses compétences tout en réduisant les perturbations. Créer un plan de développement personnel, en lien avec ses forces et les besoins de l’équipe, peut aussi favoriser un changement positif et durable.

Handling a disruptive high-performer requires a balanced approach. I start by having a private conversation to understand their perspective and identify underlying issues. It's important to acknowledge their contributions while addressing the disruptive behavior. I set clear expectations for conduct and teamwork, emphasizing the impact on team morale and customer experience. Offering support, such as coaching or resources, can help them channel their skills positively. Regular check-ins ensure accountability and progress. By fostering open communication and support, I've effectively managed such situations, aligning individual strengths with team goals.