Sets the stage for why managing difficult employees is critical to Wilcon’s customer experience, outlines course goals and competencies, and previews the practical strategies covered in the micro-learning journey.

Enables supervisors to spot early warning signs of unmanageable behavior, differentiate performance gaps from attitude problems, and assess customer and team impact.

Guides learners through systematic root-cause analysis to uncover personal, organizational, and environmental factors that drive difficult behaviors.

Provides practical frameworks—such as SBI and LEAD—for active listening, assertive messaging, and constructive feedback when addressing difficult employees.

Demonstrates how to translate Wilcon service standards into measurable behavioral expectations, communicate them effectively, and secure employee commitment.

Covers step-by-step creation of performance improvement plans, linking behaviors to outcomes, setting timelines, and documenting actions in line with HR policy.

Integrates identification, communication, and boundary-setting skills into an ongoing coaching cycle that reinforces positive change and addresses relapse early.

Trains managers to apply consequences fairly, escalate when necessary, and document each step to protect the organization and customer experience.

Learners synthesize course tools into a personalized plan for tackling current difficult employee situations, complete with timelines and success metrics.

Reviews key concepts, celebrates learner achievements, and sets next steps for continuous improvement in managing the unmanageable at Wilcon.