HR Solutions: Strong, efficient leadership minimizes employee problems

Lynne Haggerman is president/owner of Haggerman & Associates, an employment, management training, human resources consulting and outplacement firm.

"Give me a medical equipment problem, give me a patient problem, but please do not give me a personnel problem," is a common statement heard from health care managers.

Disciplining employees is definitely the toughest part of the job. However, utilization of six preventative steps will ensure a significant decrease in the amount of counseling required.

First, hire and promote the right people into the right positions. Ensuring the possession of the proper education and experience is important, but assessing the candidates to determine personality traits and therefore proper fit with the job, department and clinic is even more critical.

Candidates may have perfect technical skills, but if personalities do not match, it will be like mixing oil and water. The team will not be cohesive, the problems will skyrocket, and the company will end up having to refill the position.

Second, conduct proper orientations and training programs. Develop detailed plans based upon the job requirements and goals of the individual, department and medical facility. Create checklists and have the trainer and new associate document that learning did occur.

Remember, on average, an individual must hear new information seven times before he truly understands. Be available for the daily questions that arise or utilize a buddy system. Continually offer guidance and follow-up during the initial period of employment or promotion.

Third, provide staff with the resources needed to be successful. Examples include management's time and up-to-date equipment. If directing other supervisors, additional resources include a realistic budget and appropriate staffing levels to attain objectives.

Fourth, create clear, written policies and procedures. If something is important enough to know, it is important enough to be written down. Delete obsolete policies and update partially accurate ones. Do not take the position that if a policy isn't written down, the company has the ability to do whatever it sees fit as the situation arises. Associates will perceive such behavior as inconsistency, unfairness and special treatment toward some individuals. Morale and productivity will decrease, and interpersonal conflict will increase.

Fifth, empower each employee to monitor himself. Provide a copy of his job description, which should list job duties, numerical standards associated with each area of accountability and the personality traits he must exhibit in order to be successful, such as a positive attitude and the ability to multitask. Give him a copy of the performance evaluation, as well as department and hospital goals. Encourage him to correct himself if he veers off course. Maintain an open-door policy in case he is unable to self-regulate and needs your guidance.

Sixth, supervise exceptionally. Although it is true that each staff member is an adult and chooses his own behaviors, it is equally true that the supervisor's behaviors will impact his. For example, if the boss is in a bad mood all day, expect his error rate to increase and his attitude and productivity to decrease.

Traits of an exceptional supervisor include fairness, consistency, commitment, a positive attitude, leading by example, a participative management style, a genuine concern for team members, solid communication and interpersonal skills, and the ability to professionally give both positive and negative feedback.