Or rather misbehavior.  I can't tell you how many times I've seen this:  a manager berating and or talking down to a young (probably new and improperly trained) employee over some trite mishap that most likely doesn't have anything to do with the success of the business.   This happens most often for one or more of the following reasons:  

1.  The manager is bored.
2.  The manager is on a power trip.
3.  The manager wants to "look good" in front of others.  

Do you notice a trend here?  When an employee messes up who's fault is it?  Most often the blame rests on the shoulders of the person responsible for training them, i.e. the manager.  Just as the business owner is responsible for the manager's actions.  

Don't ever reprimand an employee in front of customers and staff.  This will only make you look bad and lower employee morale thus resulting in a lack of energy and respectively a loss in customer loyalty.  

If a staff member doesn't do something correctly, wait until they aren't busy and ask them to join you in private.  

Once you are in a private setting simply ask them why they did what they did.  There are really only three legitimate responses:  

1.  I didn't know - Great!  This one is easy.  Simply take the time to explain what they did wrong and retrain.  Then go promptly to the person responsible for training them, pull them into private and repeat this process.  
2.  I didn't understand - OK.  Misunderstandings happen all the time.  No problem, spend some time with them and clarify the procedures.  Now this problem should not happen again.  If it does then corrective measures are warranted.   3.  I didn't want to - Now we have a problem.  If someone cannot perform the duties that they are hired to perform for any reason (no matter how noble their intentions may be) then their services are no longer needed.  You may consider a write-up as a warning or even termination.  

Remember to be honest with yourself.  If an employee doesn't want to do something because it seems extreme or slightly immoral then they are in the right.  Ask yourself, "Would I do this?" "Is this really necessary?"  

The best way to get your staff to do what you want is to lead and inspire them.  Encourage them, reward them, step into the fire with them.  If you have your staff's respect you will rarely have problems.  The best way to get respect is to extend them the same courtesy.   For more on this topic refer to our Lead, Teach & Inspire training kit.
 


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