My direct report missed a deadline…

39 Comments

1. AnonymousMarch 21,2023 at 10:13PM UTC

   You either pull HR in or expose your company to liability as things slide.

   A PIP should be put in place with expectations spelled out, weekly checking and firm deadlines.

   She has personal issues she's dealing with, but if your company cannot afford continue unreliability, you, as a leader, will need to address the errors and others events to ensure you get the coverage you need and she understands her position and the company's expectations. This will serve as documentation for the company and her.

   I would also offer up suggestions as PTO, FMLA, EAP and Disability so she fully understands her options.

2. AnonymousMarch 23,2023 at 1:24PM UTC

   She missed one deadline. Thats not being unreliable.

3. AnonymousMarch 23,2023 at 1:26PM UTC

   I'm not saying this is the case here, a former boss was being played by one of his direct reports. He told him "We can be supportive but we're not a support group we're a business."

4. Kat DalagerMarch 22,2023 at 2:09AM UTC

   First of all, I have to commend you on your considerate and compassionate approach to the situation. Good managers start from a position of grace. Because her poor performance is recent, it could be an indication of depression. She may need mental health support, so perhaps you could provide her with your company's EAP information when you have your conversation with her. It's possible that a family leave is in order.

5. AnonymousMarch 22,2023 at 11:04AM UTC

   Love the heart behind this, and I would ask, so how are things going these days for you? pause, allow space in the air to linger. Don't ask yes or no questions, you need to dialogue. If you aren't able to manage a team member and to set expectations from that conversation, you will need to be responsible not only to the company, clients, rest of the team, but to that team member specifically. You need to be clear of what you're seeing, how it affected the business and the client experience. You also need to be clear if this behavior continues what could be the next steps and to document. You need to manage your team, and if you expect improvement without addressing be prepared to be revisiting. Life happens, allow them to put a voice behind that and they already have a suggestion of how to make it work and not fail again in the future. I'm sure they're not happy to have faltered. Don't allow them to define themselves from one issue, it's a moment. Good luck leader.

6. AnonymousMarch 22,2023 at 1:08PM UTC

   As soon as you mentioned that this is a recent thing, it sounds like there might be something going on in her life.

   I would start the conversation by acknowledging what happened and then ask her if there is something she needs support with to make sure it doesn't happen again. I would also read up on your policies about time off regarding mental health and suggest that. Is there anything to suggest she might be burning out? If there is something in her life that is now affecting her job? Have a conversation with her and document EVERYTHING, that way in the future if you need to come up with a PIP you have documented evidence.

7. AnonymousMarch 23,2023 at 12:31PM UTC

   These are great suggestions. I would suggest a weekly check in with her, do it for about a month. If there are still no improvements even after you outline everything she needs to do, that’s when you involve HR. She may need to take family leave or something like this. Good luck.

8. Rebecca Gale-GonzalezMarch 23,2023 at 12:37PM UTC

   Hybrid and virtual schedules are a privileged for those who can deliver. If she has already used the excuse of her computer freezing up and it is a frequent occurrence, she should plan for that and not wait until the deadline to submit. She should be building in a buffer to make sure that she has timely submissions. She should come to the office on submission days or the day before. You could start with the questions "what would your course of action be for an employee in this situation?" What would you do if you were me in this situation often elicits an honest answer, something constructive and the realization that the excuse is unacceptable and gets them to the understanding that no action is not an option. Something must change.

9. AnonymousMarch 24,2023 at 1:10AM UTC

   This is really harsh. Sometimes we all need grace.

10. AnonymousMarch 23,2023 at 12:40PM UTC

    Is she burned out? You mentioned your team is extremely lean. If she has a little something else going on personally, the amount of work may be overwhelming her. Computer freezing - very possible as always happens at the worst time and if reported more and more often - could you offer new computer equipment to alleviate that issue?

11. AnonymousMarch 23,2023 at 12:42PM UTC

    It’s time to be more direct about what’s going on in her life, asking how you can support. I’ve often found employees don’t realise they can ask for, or negotiate for, support through various life challenges. She may be terribly afraid she’ll lose her job if she asks for anything. She may be exhausted or depressed about caring for the family member. Is the family

    member - or herself - suffering from Long Covid? There’s not a lot of support for LC currently, medically, mental health-wise

    or disability-wise, which in itself came be terribly depressing. Keep in mind that about 20% of those who have been infected with Covid have gone on to develop Long Covid. A lot of people are struggling. In addition, just to be sure and eliminate as a possibility, her tech/work setup at home should be reassessed and confirm it is all fit for purpose. And that she’s not been given equipment less than

    what she really needs.

12. AnonymousMarch 23,2023 at 12:47PM UTC

    Ask yourself the following questions: How old is her equipment? When customer delivery must occur, what is your internal timeline for submission which allows for time in the event of issues? Do your gates push all the flex out of the schedule before delivery, and does that eat into the window that she has to prepare? What are the structural issues you have in place which prevent success? After you have sufficiently considered these questions, then ask her what she needs to meet deadlines like this. And listen. Is she deadline driven only? Move the deadline up. Is she not provided any slack to deal with issues - remove those barriers.

13. AnonymousMarch 23,2023 at 2:37PM UTC

    This is a great suggestion. When an employee made a mistake, or missed a deadline, the first step is to evaluate whether they have all the appropriate tools. Some processes need to be revised or updated sometimes.

14. Maggie StoneMarch 23,2023 at 12:57PM UTC

    So, she has never missed a deadline before and there aren’t issues with the work product? Was the client upset or were/ have there been other consequences? Some deadlines are more critical, like tax reporting. My key question would be, “What got in the way in this case, or what is getting in her way? Sounds like she may be overwhelmed.

15. AnonymousMarch 23,2023 at 1:22PM UTC

    Thank you for saying what I was trying to say. This employee said they have a sick family member. Start there supervisor. ?‍♂️

16. Shelly EdwardsMarch 23,2023 at 1:12PM UTC

    I’d start with the obvious question and ask what is going on with her computer. Then I’d get IT involved to see if there really is an issue. I’d also inquire why things were left to the last minute. Was it her issue or did other members of the team delay the project and contribute to the missed deadline? Then you can check in with her in a general sense. Hey employee, we are noticing some performance issues going on and we want to see how we can help get you back on track. If she doesn’t open up to you or start to improve, then you’ll have to go next steps with the PIP but I would rule out everything else before I jumped to that.

17. Kathy LeskiMarch 23,2023 at 1:29PM UTC

    First, I think your initial thoughts are right on in my experience. Especially with a long-term, valued employees. In 90% of similar situations I’ve had, there’s been “something” causing them to be under water or overly stressed in trying to deal with. Sometimes it was something I’d recommend EAP services, divorces, serious family illness, etc.

    I would be a bit more direct. “XXX, we have noticed a large amount of challenges lately, and now we have that missed deadline .We understand that things happen, but is there anything else going on? Do u need a new laptop? Is there anything we can help with? Both “your boss” and “I” are concerned about you.”

    Being direct helps the employee know the excuses have been notice and not just the missed deadline. Communicating concern is also key. You sound truly concerned- so hopefully that’s not a lie. Usually that will help to get to the truth and gives you a path to assist them.

    good luck and hope all works out.

18. Chrissy Regan SmytheMarch 23,2023 at 1:33PM UTC

    I’d start with your last sentence! Let her know that and then have the discussion about what’s going on and ask her how you can help her get back on track. Let her know you are trying to help her succeed but without her willingness or ability to help herself, you can only take that help so far. Unfortunately, business needs to be managed and it can’t be with an employee who can’t, or won’t, get things done. Working remotely is great if you are able to get the job done. My opinion may ruffle some feathers but you do have a business to run and it seems like you are offering this employee plenty of options to get back on track. She needs to help you understand what’s really going on in order for you to help her keep her job. Good for you for going the extra mile!

19. Michelle S.March 23,2023 at 1:43PM UTC

    If it’s a drain on the team, the next steps is disciplinary action. I’m not sure what hasn’t happened yet. Well you have to be empathetic and I appreciate the fact you’re trying to support your employee, and I’m sure she has a lot going on at home, we all have to do our job. So while maybe giving her some flexibility to be remote, tell her that future miss deadlines means another written morning, and on the third and final written warning, that’s her last shot. And it protects the company. But a long-term disciplinary plan is hopefully enough time to get her turned back around and then after six months of no disciplinary action, you can start tearing them up. But it’s just not fair to her coworkers to have to pick up her slack, no matter how long she’s been there. The goal is just give her enough time to turn it around, but let her know she has limited time.

20. AnonymousMarch 23,2023 at 2:00PM UTC

    You are getting lots of good and on-target suggestions to supplement your good and on-target instincts, but I also think it is important that the conversation acknowledge that this performance is out of character for her. That it is clear something is going on but you know she is capable of good work and want to help her return to her sound level of performance. If she is overwhelmed at home, being made to feel like she is failing at work too is not likely to help, if you want to keep her.

21. AnonymousMarch 23,2023 at 2:13PM UTC

    I don't have any additional advice to offer but I do highly recommend that you read various sections in a book.The book is called "Necessary Endings" by henry cloud... Please don't minimize what I am saying.I think you will find the book extremely helpful in dealing with this particular situation and in also identifying your own traits as a manager and how you can avoid. In the future having these kinds of situations snowball..

22. AnonymousMarch 23,2023 at 2:17PM UTC

    Before you start asking her questions about what's going on at home et cetera? I would speak with someone in human resources informally. I would find out what. Is safe For you to discuss and what is inappropriate…?? Get some guidance from human resources without naming names... Another thought that I have is that things are starting to spiral out of control and you need to tighten up accountability on this employee

23. westiegloriaMarch 23,2023 at 3:49PM UTC

    First of all, HR is NEVER there to help employees. They support the company in how to terminate and reprimand. There are multiple videos including by a law firm on how this works so this is a farce. Second, since this employee has a long standing of working 15-20 years as a good employee and now has an ill family member, why aren't you and your team coming up with a temporary plan to provide additional support while this is occurring? For those that have NEVER had to deal with life threatening situations and stress, it is the supervisor who focuses on how to get rid of this employee and add to the stress rather than coming up with a plan. Third, working as a team inevitably results in some other team members not pulling their weight which is often the case rather than just this particular employee. Fourth, it is more costly to train a new employee or even an existing employee not familiar with this job than provide support for an employee going through a bad situation. Why is your team so lean that some employees are overworked? Is the company having financial issues or just stingy?

24. Monica C TomchickMarch 23,2023 at 7:44PM UTC

    I am sorry you have had such a bad experience with HR. I am an HR Generalist, and one of my main reasons for being here is supporting our employees, helping them grow where they need, and accommodating any needs they have to get their work done. The goal of HR is making sure that there is a mutually beneficial relationship. Sure, in the end I am employed by the company (so are the employees I help), but I have my own values and mores that I live by. So, while I do have to help with discipline, terminations, avoiding lawsuits, those things are not the main reason I do my work. When done correctly, HR lowers the need for those things.

25. AnonymousMarch 27,2023 at 4:41PM UTC

    I agree, I'm working in the HR department, and one of the most frequent things we do is how we can support employees when we notice something is off, dealing with bonus, wanting to add more "perks" and benefits.... I believe we've only dealt with like termination due to performance in all the time I've been here.

    But for so many of HR to fight to get better wages, better benefits, training, etc, we're always the "bad guys".

26. AnonymousMarch 23,2023 at 4:03PM UTC

    I don't know if your company has an IT/Tech Support team but I would reach out to them for a list of the calls she has made to tech support. Take note of the frequency and type of calls she is making. Try getting her the computer assistance/training she may need to do her job. This is good for all managers to take note of. I work in Tech Support and you would be surprised at the calls we get for simplistic issues repeatedly by the same users.

27. Jennifer AndersonMarch 23,2023 at 4:16PM UTC

    Many good points here and I have been on this employee's side of the fence. Supporting a loved one who went through a stroke while working full time with 2 kids and having to relocate the family member to extended care and sell their home. To say life was stressful was an understatement. That said, I am highly driven and detail oriented so I asked for what I needed and my company supported me. Here is what worked for me and the support offered.

    First - as an IT professional remember that computers today don't just freeze for no reason. Often though folks blame the computer and not the internet speed. If your employee is working from Starbucks or like I was from a hospital room and then a nursing home, the speeds were awful and it caused my computer to freeze. My computer provided me with a hotspot with good speeds and that problem went away immediately. They also provided me with an additional laptop power cord so that I could keep one at my home desk, one in my "go" bag, and one at work so that I was as mobile as I could be.

    Second, and this annoyed me BUT also helped. In IT we work with ticketing systems. My boss started adding themselves to my tickets and prioritizing them for me. Truthfully I HATED THIS but it took a load off that I didn't realize needed to be removed from my shoulders. If you can somehow help your employee triage their work and send it one item at a time then they don't have to look at things and be overwhelmed. Instead, they are working on only the next task in front of them. Again, I took this as an insult and I hated it but now, years later, I realize that it really helped me out as I was able to focus on only one thing at work at a time with a specific deadline while dealing with all the other ambiguities at home.

    Third, remember that an employee in this situation does cause more load on the rest of the team. If this employee has been a supportive member of the team for many years, you may have to remind the rest of the team of their previous support and ask them to now support this employee. We tend to think in terms of what have you done for me lately but being reminded that Sara really helped you when you took that 3 week's sabbatical three years ago and that they need help now is sometimes needed for others on the team. My teams were always lean but the staff understood what I was going through and was patient until my boss and I figured out the best way to support me and them.

    Last, consider if your team could use some extra admin help for a little bit. Is it possible to bring in a part-time person to do some admin work for the whole team so they can help support this team member with projects and tasks? The whole team would benefit from something like this and that would help the team support the employee for a time.

    All of this does have a flip side - being supportive of your team and getting them the resources they need during the bad times is what makes an employee loyal and gives them staying power. It's not inexpensive thought as it may cost the company in supporting not just this one employee but all of them during the hard times. This is a decision that the company may have to make and I hope your company is one of the good ones as it sounds like you are one of the good ones in trying to support them.Good Luck.

28. Ann BraunMarch 23,2023 at 4:52PM UTC

    You're getting a lot of good advice here so I will add one little detail. In my experience, when a manager sends out a message to everyone about some problem, the person it is actually intended for doesn't think it's meant for them. I recommend contacting that person directly.

29. AnonymousMarch 23,2023 at 6:15PM UTC

    And either everyone else knows who the message is really for, and gets resentful that they’re all being scolded; or no one really knows what prompted this and there’s a lot of speculation and eye-rolling.

30. AnonymousMarch 23,2023 at 6:16PM UTC

    I completely agree with this! I have noticed that when general messages are sent out or said to a group of people, the employees who are doing a great job get worked up because they think it’s them and the people that the statements actually apply to are oblivious to the fact that they are the ones that need to correct their actions. best to be direct with the person and then there is no misinterpretation

31. AnonymousMarch 23,2023 at 6:35PM UTC

    Some great responses here! I will add that our very large facility has a policy that if wfh and having IT issues, we are expected to take the steps necessary to get back on line, and if IT unable to assist, we must drive to campus. Obviously if out of state remote work, this is not feasible. Though we do also have our phones to do work on if laptop not working. It is a given that we would always keep our boss informed of any necessary delays in deadlines.

    And yes, this is just responding to the connectivity issue.

32. AnonymousMarch 24,2023 at 3:36AM UTC

    Having experienced a critical illness myself. I believe the most appropriate approach is direct. Supportive and provide the employee the opportunity to share what's holding her back.

    This is a critical juncture for her engagement and others will be watching how you engage and respond. As you are trying to balance the needs of the employee, the team, and your company, getting HR involved does not have to be punitive. Check with IT and they should be able to track her past interruptions and maybe see what is happening with her computer behind the scenea

33. Liz MilneMarch 24,2023 at 5:18AM UTC

    The direct approach doesn't have to be unkind.

    "I've noticed some hiccups recently, [name], what gives?"

34. Susan NicoleMarch 24,2023 at 9:42AM UTC

    An effective way of helping people make and keep commitments is the direct

    question in a collaborative tone of voice, “ ___name_________, will you____state the expected work______?

    example: Jocelyn, will you submit the required product to the client on time?

    Your preamble to the question could emphasize that her reliability is essential at this time of a lean team.

    Blessings for your considerate nature, boss!

35. Christopher SangweniMarch 24,2023 at 9:57AM UTC

    Firstly, It's important to have one on one session with her to get a better understanding of her situation without jumping into wrong conclusion. It's possible during this session that you might pick up underlying issues, if there are any, that can either be personal or job related issues which are the cause of destruction resulting into poor performance.

    In addition, ask IT section to have a look at her laptop to ascertain if it is working properly or not. Also, check if the Laptop lifespan is still within usable period or needs to be changed. Other than that, make possible suggestions about your findings without casting any judgment to her and probably even ask her to suggest solutions to the problem or findings. This will make her feel she is part of the solution rather than a problem. As a manager, always seek to understand first of any challenges affecting your staff performance before judging.

    Lastly, depending on the outcome of the session and other related issues. As a Manager be assertive about the company policy on production or performance. This should be done in a manner that does not undermine the good standing records of performance by employees in the past.

36. AnonymousMarch 27,2023 at 6:27PM UTC

    Absolutely excellent advice from Christopher!!!

37. Susan NicoleMarch 24,2023 at 12:28PM UTC

    also if the computer belongs to your company, it’s generally true that IT can tell you for sure if the computer was frozen.

38. Valerie RiegerMarch 24,2023 at 2:07PM UTC

    Take some time to talk to her about what's going on and get a feel for how you can help her be as successful as possible. If your employer has an FMLA plan, I would suggest proposing that as an option. If she is having computer issues, set up a time that she can come in and work with IT to ensure that it is working properly.

39. Susan NicoleMarch 27,2023 at 3:24PM UTC

    Dear Valerie

    I learned from your post, a) about the medical plan and b) about offering the opportunity to work with IT to overcome computer issues. Being a supportive employer demonstrates balance between what could be temporary and solvable human errors and concern for the company’s stability. Good input!