Do you have an employee in your work group who criticizes the work of others, refuses to follow instructions, and receives customer and co-worker complaints regarding abrupt and/or abrasive responses? Or an employee who offends his/her co-workers, customers, or supervisors by speaking harshly with sarcasm and anger and/or just “talks down” to others. Are you hoping it will just go away?

If you have someone like this and would like it to just go away, you may be in good company with most other supervisors. Having a conversation with an employee about these topics can be awkward and uncomfortable, however, the behaviors rarely go away on their own and almost always cause a downward spiral in departmental morale. PSU policies, performance evaluation standards, and organizational values can help us in these employee conversations.

"Professional Standards of Conduct"

This PSU policy includes well-crafted expectations for all employees around respectful interactions. The expectations include:

It is the goal of Portland State University to maintain a safe, respectful, and productive environment for faculty, students, administrators, and staff...all persons should be acknowledged for their contributions to the University. In light of this, every effort will be made to create an institutional climate that values and supports the healthy and productive exchange of ideas, beliefs, and practices in a manner that treats everyone with respect, courtesy, and appreciation and where a diverse population can live and work in an atmosphere of tolerance and respect for the rights and dignity of each individual. All employees and students should expect to be treated professionally, respectfully, and with dignity.

It is the responsibility of every member of the Portland State University community to conduct him or herself in accordance with this policy. Each department head, manager, supervisor, employee, faculty member, and student is responsible for creating and maintaining an atmosphere free from harassment, violence, and retaliation.

This policy is not intended to impose unnecessary rigidities on individual styles or on workplace or educational relationships and social interactions. Rather, it recognizes that people with different backgrounds, interests, and friendship groups must get along with each other. Legitimate disagreements and conflicts should be openly discussed in a respectful and productive manner in order to make this institution successful.

PSU "Employee Performance Evaluation" Forms

Non-Academic Professional staff member evaluation forms include language establishing communications and interpersonal expectations such as: Effective writing and oral communication skills. Provides information that is clear and concise and encourages collaboration and sharing of information. Demonstrates sensitivity and awareness in relating to people. Listens well, gives and accepts feedback effectively. Develops and maintains positive internal and/or external professional relationships. Maintains positive working relationships.

PSU "Core Values"

One of the PSU Core Values: “A Climate of Mutual Respect,” includes fostering “a climate of mutual respect and reflection that supports different beliefs and points of view and the open exchange of ideas.”

Human Resources Tools:

Recently, a template has been created to address employee communications and interpersonal behavior when an employee fails to improve and disciplinary measures are needed.

If you have an employee who demonstrates poor interpersonal and/or communication skills with co-workers, customers, and/or supervisors, the behavior is out of alignment with the PSU culture. To achieve improvement, supervisory leaders must model the values, policies, and expectations and provide accurate, timely feedback to staff members who are not meeting these values, policies, and expectations. Steps may include: sharing policies, forms, and PSU values; discussing examples of when behavior hasn’t met expectations; asking for improvement; following up regarding negative or positive observations of behavior; and taking progressive disciplinary steps when necessary.

For assistance in taking steps to address improving employee performance in this expectation, supervisors may contact Jenny Sherman, Senior Manager – Employee Relations/Training and Development at extension 54967 or Cathy LaTourette – Associate Vice President, Human Resources at extension 54930.