Tell us about a time when you had to handle a difficult employee or performance issue.

Sample answer to the question

In my previous role as a Kitchen Manager, I had to handle a difficult employee who was consistently late and had a negative attitude. I first addressed the issue by having a one-on-one conversation with the employee to understand the root cause of their behavior. After listening to their concerns, I provided them with constructive feedback and set clear expectations for punctuality and professionalism. I also offered support and guidance to help them improve. Over time, I noticed a positive change in their behavior and they became more reliable and engaged. This experience taught me the importance of open communication, empathy, and providing ongoing support to help employees overcome challenges.

A more solid answer

During my time as a Kitchen Manager, I encountered a challenging employee who consistently showed up late and had a negative attitude. Recognizing the impact this behavior had on the team, I took a proactive approach to address the issue. First, I scheduled a private meeting with the employee to understand the underlying reasons for their behavior. By listening attentively and showing empathy, I discovered that they were facing personal difficulties outside of work. With this information, I offered my support and suggested resources that could help them overcome their challenges. I also set clear expectations regarding punctuality and professionalism, emphasizing the importance of teamwork and how their behavior affected the overall kitchen environment. To ensure their progress, I provided ongoing feedback and guidance, regularly checking in to see how they were doing. Through this approach, the employee gradually improved their punctuality and attitude, and the rest of the team noticed the positive change. This experience taught me the importance of addressing performance issues with empathy, providing support, and maintaining open communication to foster a positive work environment.

Why this is a more solid answer:

The solid answer expands on the basic answer by providing more specific details and demonstrating the candidate's leadership and problem-solving skills. It highlights their proactive approach in addressing the issue, their ability to listen attentively and show empathy, as well as their dedication to providing ongoing support and feedback. The answer also mentions the positive outcomes achieved, such as the employee's improvement in punctuality and attitude. However, it could still benefit from further elaboration on the strategies used to manage the employee's progress and how the candidate effectively communicated with the rest of the team throughout the process.

An exceptional answer

As a Kitchen Manager, I encountered a difficult employee who consistently arrived late, had a negative attitude, and disrupted the kitchen environment. Recognizing the impact on team morale and productivity, I knew immediate action was needed. I first scheduled a private meeting with the employee to understand their perspective and any underlying challenges they were facing. By actively listening and showing empathy, I learned that they were dealing with personal issues outside of work that were affecting their performance. Understanding the importance of work-life balance, I offered my support and provided resources for them to seek assistance. Additionally, I highlighted the impact their behavior had on the team and our commitment to a positive work environment. To address the performance issue, we jointly developed a plan with specific goals and strategies for improvement, including regular check-ins and ongoing feedback sessions. I also invited the employee to share their ideas and suggestions to create a sense of ownership and empowerment. With consistent support, constructive feedback, and open communication, the employee made significant progress in both punctuality and attitude. Their dedication to professional growth and commitment to the team were evident to everyone in the kitchen. This experience taught me the importance of fostering a culture of continuous improvement, the power of active listening and empathy, and the value of collaborative goal-setting and feedback to drive positive change.

Why this is an exceptional answer:

The exceptional answer goes into further detail about the actions taken by the candidate to address the difficult employee and the strategies used to facilitate improvement. It highlights the candidate's ability to actively listen and show empathy, as well as their commitment to providing ongoing support and resources. The answer also emphasizes the importance of collaborative goal-setting and open communication in creating a positive work environment. Furthermore, it discusses the employee's progress and dedication to professional growth, showcasing the successful outcome of the candidate's leadership and problem-solving skills. To enhance the answer further, the candidate could provide specific examples of the resources offered to the employee and elaborate on the collaborative goal-setting process.

How to prepare for this question

Reflect on past experiences where you have successfully managed difficult employees or performance issues.
Consider the strategies you used to address the issues and the outcomes achieved.
Highlight your ability to listen attentively, show empathy, and provide ongoing support to employees.
Demonstrate your problem-solving skills by discussing how you collaborate with employees to identify and implement solutions.
Emphasize the importance of open communication and maintaining a positive work environment.

What interviewers are evaluating

Leadership and team management
Problem-solving and decision-making