Give an example of a time when you had to deal with a challenging employee and how you handled it.

Sample answer to the question

I had a challenging experience with an employee who consistently missed deadlines and failed to meet quality standards. I addressed the issue by first having a one-on-one meeting with the employee to understand the underlying reasons for their performance issues. I discovered that they were feeling overwhelmed and lacked the necessary support and resources. I then worked with them to create a performance improvement plan, setting clear expectations, and providing guidance and feedback. I also organized additional training sessions and assigned a mentor to support their development. Gradually, the employee started showing improvement, meeting deadlines, and delivering quality work. This experience taught me the importance of addressing performance issues with empathy and providing the necessary support and resources.

A more solid answer

I had a challenging experience with an employee who consistently missed deadlines and failed to meet quality standards. To address the issue, I took a proactive approach and scheduled a one-on-one meeting with the employee to understand the underlying reasons for their performance issues. It turned out that they were feeling overwhelmed due to an increased workload and difficulties managing their time effectively. I empathized with their situation and worked together to create a performance improvement plan. We set clear and achievable goals, developed a timetable, and established regular check-ins to monitor progress. I also provided additional support by offering time management training and assigning a mentor to guide them. As a result of these interventions, the employee gradually improved their performance, started meeting deadlines, and delivering work of higher quality. This experience allowed me to develop my leadership skills by addressing performance issues with empathy and providing the necessary support and resources.

Why this is a more solid answer:

The solid answer provides more specific details about the candidate's approach in addressing the challenging employee. It mentions the proactive steps taken, such as scheduling a one-on-one meeting and understanding the underlying reasons for the employee's performance issues. The candidate also demonstrates problem-solving skills by identifying the cause of the problem (increased workload and time management difficulties) and implementing a performance improvement plan with clear goals and regular check-ins. The mention of offering time management training and assigning a mentor also highlights the candidate's ability to utilize their interpersonal skills and provide the necessary support. However, the answer could still be improved by discussing the outcome of their actions and how it positively impacted the employee and the overall team.

An exceptional answer

I had a challenging experience with an employee who consistently missed deadlines and failed to meet quality standards. Recognizing the importance of addressing the issue promptly, I initiated a one-on-one meeting with the employee to delve deeper into the root causes of their performance issues. During the discussion, I discovered that the employee was facing personal challenges outside of work, which were affecting their focus and productivity. With a sensitive and supportive approach, I worked collaboratively with the employee to create a customized performance improvement plan. We identified specific actions to address their personal challenges while developing strategies to enhance their time management skills and work efficiency. Additionally, I connected them with resources and support services outside of the workplace to provide holistic assistance. Throughout the process, I maintained open lines of communication, providing regular feedback and encouragement to ensure they felt supported and valued. As a result of these interventions, the employee's performance significantly improved. They began consistently meeting deadlines, producing high-quality work, and displaying increased motivation. This experience allowed me to further develop my leadership skills, including empathy, adaptability, and effective communication, while reinforcing the importance of recognizing and addressing personal challenges that can impact job performance.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing more specific details about the candidate's approach and the outcome of their actions. It highlights their ability to recognize and address personal challenges outside of work that were affecting the employee's performance. The candidate demonstrates exceptional leadership and interpersonal skills by working collaboratively with the employee to create a customized performance improvement plan and connecting them with external resources for support. The mention of open communication, regular feedback, and encouragement further emphasizes the candidate's effective communication and interpersonal skills. Additionally, the answer discusses the positive outcome of their actions, with the employee showing significant improvement in meeting deadlines, delivering high-quality work, and displaying increased motivation. This answer showcases the candidate's ability to handle challenging situations with empathy, adaptability, and effective leadership.

How to prepare for this question

Reflect on past experiences where you have dealt with challenging employees and think about the approaches you took and the outcomes.
Consider the importance of empathy and support when addressing performance issues and how you can incorporate these elements into your response.
Highlight the specific steps you took to address the employee's challenges and how you utilized your problem-solving and communication skills in the process.
Think about the outcomes of your actions and how they positively impacted the employee and the overall team.
Consider discussing any additional resources or support services you provided to the employee.

What interviewers are evaluating

Leadership
Problem-solving
Communication
Interpersonal skills