How would you handle coaching someone who is rude to residents and other staff?

I am hoping to get some advise from others out there. How would you handle coaching someone who is rude to residents and other staff. I can't fire them yet, I have to give them one final chance to improve first per company policy.

I am requiring them to participate in community engagement to try to undo the damage that they have done. She is already on my bad side since she has elected to not attend National Night Out tonight and I can't require her to do so since she just got the write up on Friday and she has to be allowed 1 week to rearrange her schedule before making things mandatory. I did strongly suggest that she attend and told her to flex her hours today so she doesn't go into overtime.

I have also signed her up for our workshop on our mission statement and what it really means in practice (We believe in people living in security and dignity and that everyone has the right to a safe, affordable place to call home.) This is a very big deal for our company as we are part of a religious organization and she has made nuns start complaining about how she is treating them and other residents)

I would have a heart-to-heart with her and ask her if she feels like this is the right position for her. I would give her examples and ask her if she feels that was the right way to talk to the resident. I would remind her she's on probation.

I second this! Heart to heart first thing in the AM. Then ask her to go home the rest of the day to decide rather she wants to return or not. Upon her return she must turn everything around ASAP, last warning. Good luck, I’ve had a rude one in the past that didn’t want to cooperate.... she ended up walking out on me after I made her life hell????. I tried the heart to heart but she was more worried about drinking/partying every night. So... bub bye.

She has to go. She is not equipped for a position that requires patience, warmth and genuine caring for others. These things cannot be coached or taught.
I’m a retired training manager of 37 years in Multifamily . My motto was always “Hire zest, I’ll train the rest.” I bet your associate is as miserable as she’s making others.

Me to, I look for the heart not the skills. I can teach the skills but you can't teach the heart. I am stuck with her because she was hired by the previous director. We had hoped that giving her a second chance at another property would help. She was set up to fail by the manager at the prior property (that manager is no longer with us). That sadly is not the case.

Sounds like someone I used to work with

Yet? That's crap! Again, assholes are not a protected class...

some people just shouldn't work with the public...

Yep... help her find something that she can excel in. This business is for people who love and need to be loved.

Not everyone who works in this industry should be. If she is not a person who can master her customer service skills and you have talked to her and attempted to help her you’ve done your job. Some people sadly need to cut loose. She doesn’t seem like she is willing to go the extra mile to correct her attitude.

Make sure it’s actually her. If they are saying she’s rude over the phone, it could be someone else giving her name instead of theirs. I speak from experience. Once the person was let go, the real culprit was caught. Company opted to keep quiet about it, so the person who was let go was not asked to come back, and I’m waiting for the day she finds out. It’s grounds for a wrongful termination suit...which is exactly why the company just kept it quiet, hoping the person doesn’t find out.

Kylie Sorge sadly, I know it is her. She has had complaints from two different properties, nearly all of the staff members on our team and residents. She has even been that way with me.

Or maybe get her heart strings. I’ll insert a video I show my teams. Everyone has a story... we do not know what someone else may be going through.

Katrina Johnson-Colley, what an amazing video! I plan to share this in as many seminars as I possibly can. It really sends home the message that we don't know what's going on in someone else's life. Thanks!

Vicki Sharp That’s awesome! One of our old HR Managers sent this video to us about 4 years ago. Each time I show it - not a dry eye. It tugs at their heart strings and hopefully really makes them think twice about people’s stories

I had something similar happen. I took over a property and was told I’d have to fire the LC because she was rude and condescending to everyone. Why if she was such a problem wasn’t fired beforehand I don’t know...but it ended up my problem to deal with. So, I had a heart to heart with her. Told her what they said about her, what I observed and then laid out my expectations. Told her that from that point on she had a clean slate and the choice was hers. I wish she could’ve been a success story but unfortunately it wasn’t the right fit and she parted ways shortly thereafter. Honest feedback and follow up is the way to go.

I think If she is rude to you, she won’t change and she’ll end up ruining her second chance.
It’ll resolve itself.
You can’t be rude to customers and your coworkers. That’s common sense, you can’t coach someone with those behavioral issues. She might be pleasant for a while but she’ll will resort to her old ways.
Sorry, that’s stressful

Sounds like she already has enough rope. Let her finish the job.

ait... did you say “nuns are complaining??? Like NUNS?

Shawn Christopher Suarez-Armijo yes, as in brides of Christ. We have 3 in the building she is at now , and one on staff at the building she used to be with. I had to talk the staff member out of quitting. It is bad when you are so mean a nun gives up. I wanted to fire her right then, but the documentation was not there to let me.

You have to give her another chance since it is company policy. But be honest and direct with her, one on one and face to face. Any other way and she might not get it. If it's as bad as you described then she likely isn't going to change but at least you tried.