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TOXIC EMPLOYEES AND HOW TO DEAL WITH THEM

Presented by:Mauricio A. Velásquez, MBA President, CEOThe Diversity Training GroupMauriciov@diversitydtg.com

For:

Prince William SHRM

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Meet Mauricio VelásquezMauricio Velásquez is the President of The Diversity Training Group (DTG) in Herndon, VA. Mauricio serves as a diversity trainer, sexual harassment prevention trainer, executive coach, mentoring trainer, expert witness, and assists organizations with multicultural marketing, selling, and customer service.

DTG’s clients include small and large, public and private organizations. A partial list includes Datatel, National Institute of Standards and Technology, The Brookings Institution, The United States Coast Guard, Navy JAG Corps, and the Navy Surgeon General to name a few.

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Meet Mauricio Velásquez Mauricio is a former human resource generalist and

also served as a demographic researcher for the Internal Revenue Service where he first anticipated the rise of diversity inside and outside the workplace. He has had the good fortune to work with Dr. W. Edwards Deming, Peter F. Drucker, and Jerry Harvey. Mauricio credits much of his interest in human resource management and the earning of his MBA to their influences.

Mauricio has trained over 400,000 employees, managers, and executives in the areas of diversity, gender equity, mentoring, and multicultural marketing and selling.

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How did I come up with this topic?

I have specialized in “hostile audiences”during my sixteen years as a trainer and change agent

As a Sexual Harassment Prevention TrainerAs a Diversity Trainer and Expert WitnessMost recently as an Executive Coach where I

am asked “…Please meet with him/her 1:1 all day, coach this person (do what you do in your workshop with one of our people) and tell us whether we fire or keep him/her!”

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My Two Favorites“You can’t train all of us, some of us you

will have to kill!”

“You must be a *%$#$ Jew!”

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Addressing Toxic Employees

What You Don’t Know You Don’t

Know

(DKDK)

What You Don’t Know

(DK)

What You Know

(K)

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Intent vs. Impact

Intent(What you meant to say)MEAN TO DO

vs.

Impact(What you actually said)

ACTIONS/RESULTS

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My AgendaUnderstand the toxic employeeUnderstand the the toxic work

environmentLearn how to deal with toxic employees

and toxic work environments – build a tool kit/skill kit and plan of action

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Mauricio’s Mission Provoke Thought Facilitate Discussion and Learning Surprise You/Entertain You - Edutain Add Value Provide Subject Matter Expertise Make it interactive and “harness talent

in this room” #1 Ground Rule: PARTICIPATE, Ask

Questions!!!

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“Toxic Employee”When you hear the phrase - “toxic

employee” what pops into your head?

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Toxic EmployeeAlways unhappy and negative but they don’t

keep their misery to themselvesWhy? Because misery loves company!Body language tells it allGlass is always half emptyIncredible memory – remembers stuff from

years agoLove to say “Not my job!” Always looking for proof

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TE is always looking “for proof”Stereotypes: All of us must begin to address and minimize the many

stereotypes that exist within our organization.

HOW WE BREAK DOWN STEREOTYPES

HOW WE BUILD STEREOTYPES

Group/Categorize/Label Form opinion (judge); always negative Look for “proof” Examples: “See, I told you so.”

“You’re not like the rest of them.” “You’re the exception to the rule.”

S

T E

R E O

T Y P

E

S

Does the comment reflect knowledge, skills, or abilities necessary to complete the job? Is the person thought of as part of a group first rather than as an individual? Do your past experiences with members of this person’s group affect the interaction?

Does the comment hold true for everyone in the group?

S

T E

R E O

T Y P

E

S

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Toxic Employee (Continued)Can also be bigoted – negativity is projected

towards a particular group – gender, race, age, sexual orientation, religion, management or new management

Can be a bully – big, loud, angry (back of my head – potential for violence in the workplace)

Always recruiting!TE will sink hooks in new person ASAP“Let me tell you who to watch out for! You with

me?”

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Negative Attitudes and Behaviors…

…influence all negatively!

Behaviors

Attitudes

Values

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Toxic Work EnvironmentWhen you hear the phrase - “toxic work

environment” what pops into your head?

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TE “Poisons” the work environment

First – we all know who they are!But what do we do about them?

Send them to individual 1:1 coaching orTrain everyone – “dip everybody” and sometimes

the TE does not even show upOr do nothing until something happens – what I call

a “moment of truth”Too many organizations contact us with a

reactionary posture or “a real sense of urgency”

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The Perfect Toxic Storm Toxic employee or manager is a bully (well known) They have a false sense of security – they have never

been challenged How does TE interpret silence of peers? Peers are avoiders of conflict or they expect “Manager

to do something!” BUTManager is not skilled to deal with TEManager is the smartest and promoted for their

expertise but they don’t have the interpersonal/human relations skills = DKDK and they MEAN WELL

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Building a Toxic Employee Skill/Tool Kit

“To be successful in the new and increasingly diverse century, we need new skills, new tools, and new competencies.”

—Mauricio Velásquez

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“Before You Can

Understand Others…..

You Must Understand Yourself First!”

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What Your Scores Tell You0 - 20 Naive Acts with no knowledge or awareness of biases and

prejudice and their impact on others. What they don’t know they don’t know. This person has no clue as to the impact of their actions on others.

21 - 40 Perpetuator

Aware of biases and prejudices, but continues behaviors and actions that reinforce and support stereotypes and intolerance. This person is aware of the impact of their actions on others, but continues with such behaviors nevertheless, “You can’t teach an old dog new tricks.”

41 - 59 Avoider Aware of biases and prejudices, but makes a conscious choice to ignore inappropriate behavior or withdraw from it. This person would rather turn and walk away than understand and address inappropriate behaviors or that bias that can appear or be misinterpreted as support. “If you are not part of the solution, you are part of the problem.”

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What Your Scores Tell You60 - 75 IWE Change Agent

Acts as a role model. Takes action when appropriate and addresses behaviors when important. IWE Change Agent will take risks and use the many tools available to him/her. IWE Change Agent will take peers aside and provide feedback and coaching with the intent to improve work relationships and personal productivity.

76 - 80 Fighter Attacks all actions and confronts all behaviors. Always on the lookout for injustice but is often too confrontational, sometimes in public settings. Although a very important role, too often these individuals are labeled as “troublemakers.” If you have this energy, this fervor, please consider the change agent approach to problem-solving and inclusivity.

From: Winning Balance

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It is in the approach PERSON

SEPARATE

BEHAVIOR

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Start Message

Start with a PositivePlease stop_______________________________________

(describe negative/unproductive behavior)

Start_____________________________________________ (describe new, more appropriate/positive behavior)

Continue_________________________________________ (describe ongoing positive behavior)

End with a Positive

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I-StatementHow do I coach someone when I feel my differences are being held against me?

(Start with a Positive)

When you ___________________, I feel ______________________ (describe behavior) (impact of behavior)

I would prefer ___________________________________________ (new behavior – more appropriate/productive)

ORI feel _____________________, when you ____________________

(impact of behavior) (describe behavior)

I would prefer ___________________________________________ (new behavior – more appropriate/productive)

ORWhen I see ______________, it makes me feel ____________________

(describe behavior) (impact of behavior on you/group)

I would prefer _______________________________________________(new behavior – more appropriate, more productive)

(End with a Positive)

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Behaviors that…. WE WANT TO SEE

PREFERS

WE DON’T WANT TO SEE

NEVERS

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The Toxicity Can Self Perpetuate

DIVERSITY

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Using Communication to Solve Problems

Step Action ExampleIdentify and agree on the problem (consensus) Ask the right questions.

Ask for the facts Verify the information Decide what else you need to know

“Help me understand exactly” “Let me make sure this is recorded

correctly” “I will be able to help you better if I

know…”

Conduct problem-cause analysis to identify a specific problem and its cause

Restate the problem in simple terms

Get agreement on the problem and its importance/impact

“So, the basic issue is…” “It seems we agree it is important to

fix this because…”

Identify solutions/alternatives

Ask what can be done to solve the problem

Suggest other options for consideration

Tell them what you can do

“What ideas do you have on how this can be fixed?”

“In similar situations we have..” “I really wish we could do exactly

what you suggested. However, according to…, we must…”

?

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Using Communication to Solve Problems

Step Action ExampleImplement solutions/take action with the help of the customer

Ask for their cooperation Tell them what you will do Suggest how they can help,

now and the next time

“I’ll need your help to…” “Here is what I can do…” “To get this resolved quickly,

I’ll need you to…, and if this should happen again, please…”

End with an agreement and a thank you. Monitor and follow up on the situation

Summarize what will be done, and by whom

Thank the customer for cooperation and help

Promise to follow up to ensure the solution really worked

“Can I assume that we agree on…?”

“Thank you for being so cooperative in helping us to solve this problem.”

“I will call you in a week to be sure the situation is resolved.”

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Action PlanHow can I create a more

productive and less toxic work environment?

How can I use what I have learned in this class in my organization and beyond?

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THANK YOU FOR……..

YOUR TIMEYOUR CONSIDERATIONand yourPARTICIPATION

“If you loved the class – tell everybody you know about it. If you didn’t like the class – keep it to yourself!”

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To contact Mauricio, DTGMauricio Velásquez, MBAPresident, CEO

The Diversity Training Group692 Pine StreetHerndon, VA 20170

Tel. 703.478.9191Fax 703.709.0591Email mauriciov@diversitydtg.comWWW: diversitydtg.com