Communicating with Valuable Employees by Steve Adubato, Ph.D.

Last week explored the employee that is just not cutting it. This week we examine the MVE (“Most Valuable Employee”) who is critical to the organization’s success. Many believe that managers are supposed to “treat every employee the same.” Not true. We should treat everyone fairly, but definitely not the same.

For example, different employees require different actions and words to motivate and challenge them. Some need extra pats on the back while others need the proverbial “kick in the butt” to jumpstart their efforts. Some can handle more direct communication while others fold. To say you communicate in the same way with all of your people is to describe an unimaginative and inflexible manager who is bound to fail.

But what about that exceptionally talented team player who has expressed her frustration and dissatisfaction? Consider Mary who has been with your team from the beginning and knows the business from A to Z. She is loyal, smart, proactive and the customers love her. The catch is that Mary is feeling anxious and is looking for new challenges that may not be fulfilled by the current employment and organizational model. What do you do?

Many leaders resign themselves saying, “It’s been a great run and it’s time to part ways.” Possibly, but sometimes it takes just a little creativity to figure out an alternative approach.

Q—What’s the first thing a manager should do when this really valuable employee expresses her dissatisfaction?

A—Don’t panic or overreact. I’ve seen very talented managers blow it at this stage by expressing resentment; “After all I’ve done for you, this is how you treat me and our company? Go ahead, leave and see what happens.” The problem is, Mary is not doing this to you, she is struggling to do what is right for her. Many leaders unnecessarily personalize the situation, which can cloud their vision and communication. Your best bet is to ask Mary what specifically is frustrating her; “What, if anything, can I do to improve your situation? What about if we…?”

Q—How much attention should you give to the Mary situation before it hurts the rest of the organization?

A—Great question. No one in an organization is indispensable, even though some are less dispensable than others. Therefore, it is essential that Mary cross train at least one other person who knows the key elements of her job. Make it part of her work responsibilities early on. Cross training and succession planning are often talked about but rarely acted upon in a meaningful way.

You can also give Mary more money, the amount dependent upon the financial health of the organization and your salary structure. You can restructure her job responsibilities or offer more flexible work hours. Lighten her load and give some responsibilities to other team members and again, ensure that Mary coaches those people.

Q—But what about if Mary really wants to pursue another line of work?

A—This is tough. You owe it to your best people to help them pursue their professional dreams. If Mary wants to go back to school and pursue a degree in a new area, consider partially financing that effort even if when she completes it she leaves the organization. This will build loyalty and bolster your partnership when it becomes clear that on some level her agenda is also your agenda.

Q—What if you do these and other things and the valuable employee still opts to go?

A—It happens all the time. Yet, it’s not just that someone leaves, but HOW they leave. It must be done with dignity and respect and over a time period that makes sense for the person, the leader and the organization. It’s not a death or a marital divorce, but a valuable person leaving can be painful for everyone involved. Again, we like to say business is never personal, but personalities and people are involved, which requires that leaders employ empathetic, candid and compassionate communication in order to succeed.

Dr. Steve Adubato coaches and speaks on the subjects of communication and leadership and is the author of the book "Speak from the Heart." Write to him at The Star-Ledger, 1 Star-Ledger Plaza, Newark, NJ 07102, or click here to contact him through this web site.