How to Wrangle a 20 Percenter
Tip your hat, tuck in you chin and hang on — it’s a wild ride and you’ll wish it only took 8 seconds.
“20 Percenter” is a phrase I use to describe challenging employees. As a manager, they’re the stuff nightmares are made of. Evil monsters that live under my bed and keep me awake at night.
I label these bad apples “20 percenters” as they typically contaminate 20 percent of any team; produce 20 percent of the quality and quantity of work compared to their peers; are absent 20 percent more of the time; and complain 20 percent more than other staff.
Bull in a China Shop
Colt is a 20 percenter of the naughty variety. He wreaks havoc on the tranquility of any work environment. His specialty is destroying the morale of fragile employees around him with his negativity. He can quickly assemble a following and if left unchecked, can create an undermining collection of troublesome behaviour and inefficiency. He leaves the workplace (aka china shop) in an explosive mess of glass shards and destruction.
As the old saying goes “if you can’t think of the 20 percenter in your office, it’s likely you!”
Can I See Some ID?
Identifying a 20 percenter is not that difficult as they appear to be quite open in regards to their inadequacies:
Lack of reliability: Denise constantly arrives late — leaves early. She has constant medical appointments and family emergencies.
Poor Performance: Steve couldn’t meet a deadline if he tried and produces the lowest quality and quantity of work.
Negativity: Colt! Need I say more? Thought not!
Distracting Behaviours: Bob hits every office like a morning trap line. Chit chatting about the most recent episodes of reality TV, social media finds etc. Nothing kills office productivity quicker than Bob.
Rage Warrior: Karen has everyone on edge because like a box of chocolates, you never know what you’re going to get; nice, happy Karen or emotionally-charged, road-rage Karen.
Tip: Be ever on the watch for the ever elusive 1 percenter. This individual is not coachable and should be kicked to the curb immediately. They are aggressively unruly, sexually harassing and potentially violent individuals. Zero tolerance — Get them out!!
Identified! Now What?
Just like any other infestation — you need pest control. As the manager, it’s your job to access the pestilence, make an action plan and treat the problem.
Act Quickly: Like any epidemic, it can spread very quickly if left untreated; leaving the team to suffer. Morale, credibility, reputation and productivity will all decline as the infestation eats away at your work environment like a cancer.
Divide and Conquer: Meet with your 20 percenters one-on-one. Be assertive in laying it out for them. Stick to the facts baby. Give the 411 on the crappy behaviour and clearly communicate the picture of perfection.
Be a Helper Bee: Ask the 20 percenter “What do you require to be successful?” or “How can I help?” Be part of the solution and offer to work as a team. Do not fuel 20 percenters with judgment or finger pointing. Chances are your relationship is already on the ropes at this point. No need to swing for a KO!
Stay Cool: Confronting a 20 percenter can be emotional and feel personal at times. Stay professional and keep your cool. If you feel like you’re getting frustrated or emotional — take a 5 minute break, collect yourself and regroup. 20 percenters are masters of their craft, so stay on your toes and don’t get sucked in.
Knowing the rules: I once heard the phrase “people will do better when they know better.” This can be applied to the 20 percenter group as well. Be sure to review any corporate policies they may be violating. Confirm they understand the policy, killing the defense of ignorance. “I didn’t know!” isn’t going to cut the mustard in the future.
Trail of Crumbs: Document! Document! Document! Whether it’s an e-mail summary of the one-on-one meeting or a performance improvement plan, keep a record of the issues and corrective actions. If no improvements are achieved — you’re next move will be HR and possibly an exit strategy. Nothing makes an HR representative light up more than displaying a mitt full of due diligence in the form of documentation!!
Loop Back: Make sure to meet regularly to discuss constructive feedback and don’t forget to highlight some of their success stories as well. This is a great time to update progress on any actionable items that may have been agreed upon in the performance improvement plan — that’s right documentation baby!
Shape Up or Ship Out: Not in those words but clear indication should be given that this behaviour could impact their continued employment if not addressed. They need to know the seriousness of the situation and 20 percenter behaviour will not be tolerated.
Easy as Roping a Calf
If you can’t wrangle in a 20 percenter with these strategies — it’s likely time for a chat with HR and developing an exit strategy for the employee.
Much like a rodeo clown, your job as a manager is to constantly assess situations. Keeping everyone safe by acting quickly, picking people up when they have been thrown to the ground and calling for help if you’ve done all you can do!
I wish you “Good luck!” in wrangling your own 20 percenters — watch out for the bull —don’t let your guard down or you’ll get the horn!
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Scott Kennie is a metro-redneck. He’s worked in corporate information technology management for over 15 years. He considers himself a sarcastic realist. He’s also a Dad. He lives with his wife, three dogs and his alter ego; Bat Hubby who’s a racecar driver. His motto: live life and laugh all the way to the grave.
