A Practical Guide for a Healthier Workplace
Disruptive behaviour in the workplace isn't just an annoyance—it can seriously impact the wellbeing of your colleagues and the quality of services you provide. In public service settings, where effective communication, teamwork, and professionalism are non-negotiable, inappropriate behaviour among colleagues can directly affect the people you're there to serve. In the private sector, disruptive behaviour can have a serious impact on the output and performance of your business.
Whether you’re working in healthcare, legal services, business or community support, addressing disruptive behaviour among employees early and effectively is crucial for maintaining a healthy, productive environment.
As a mediator, I have seen many occasions where workplaces allow disruptive behaviour to continue unquestioned for too long before steps are taken to address it. By that point, significant harm has already been done to the work of the organisation and the wellbeing individual staff and their relationships with each other.
I support teams with training, policy and process design and third party facilitated conversation to address disruptive workplace behaviour. For more support email me on contact@shivmartin.com and we can arrange for a confidential discussion.
What Counts as Disruptive Behaviour?
Disruptive behaviour isn’t just about the obvious things like shouting or physical aggression—it can be more subtle but equally damaging.
Think about behaviours like:
Verbal intimidation: Making threats or using threatening language
Physical intimidation or assault: Pushing, grabbing, or striking another person
Throwing objects: Such as office equipment or documents
Threats of violence or retribution
Persistent inappropriate behaviour: Including repeated threats of legal action
Sexual or other forms of harassment
Intentional underperformance or disengagement: Consistently failing to meet deadlines, refusing to collaborate, or doing the bare minimum required
These behaviours do more than just create a toxic work environment—they can directly harm your colleagues’ mental and physical health. The earlier these issues are identified and managed, the better it is for everyone involved.
How Does This Affect Service Delivery?
Disruptive behaviours can significantly impact the quality of service delivery. In any public service role, whether in healthcare, legal, or community support, your effectiveness depends on how well you communicate, collaborate, and commit to the task at hand. When team members are intimidated, distracted, or disengaged, mistakes become more likely, and the quality of service declines. Beyond that, such behaviours undermine the culture of safety and respect that’s essential for a functioning workplace.
There’s also a ripple effect to consider: disruptive behaviour can contribute to burnout, increase turnover, and create a work environment where criticism and blame become the norm. None of this is conducive to a healthy or productive workplace.
The Role of Clear Policies and Proactive Management
To effectively manage disruptive behaviour, clear and well-communicated policies are essential. It’s not enough to simply have rules in place—these policies need to be understood and consistently applied by everyone in the organisation. Line managers, in particular, play a crucial role here. They must be equipped not only to recognize disruptive behaviour but also to respond proactively and appropriately. By setting clear expectations and holding staff accountable, line managers can help prevent issues from escalating, ensuring that the workplace remains a safe and supportive environment for all.
Steps to Manage Disruptive Behaviour
1. Give Feedback Early and Often
One of the most effective ways to manage disruptive behaviour is to address it as soon as it occurs. Feedback should ideally be given in an informal setting, allowing the person involved to reflect on their behaviour without feeling attacked. Frame your feedback in terms of perceptions—how others perceive the behaviour—rather than as a judgment of intent. For example, you might say, “We want you to know how your colleague perceived what occurred.” This helps the person understand that the feedback is based on someone else’s experience, which they may not have intended.
In more formal situations, a 360-degree review can be valuable. This process gathers feedback from peers, supervisors, and subordinates, providing a well-rounded view of how the behaviour is perceived across different levels of the organisation.
2. Escalate When Necessary via a Clearly Defined Process
If informal feedback doesn’t lead to a change in behaviour, it’s essential to have a clear escalation process. This might involve developing a formal assessment and management plan that defines expectations and accountability. The goal is to correct the behaviour and ensure it aligns with the organisation’s values and standards, not to punish.
3. Address Systems and Processes
At the organisational level, it’s vital to have systems and processes in place that support a culture of safety and respect. This includes:
A clear code of conduct: Make sure all staff are aware of and committed to a set of values that promote respectful behaviour. This code should be consistently applied across the organisation.
Strong leadership: Leaders must model the behaviour they expect from others and take consistent action when the code of conduct is breached.
Appropriate responses: Develop guidelines to help staff respond proportionately to different levels of disruptive behaviour, including underperformance and disengagement.
Monitoring systems: Implement feedback mechanisms, such as employee satisfaction surveys or anonymous reporting hotlines, to track and address disruptive behaviour.
Training resources: Provide training for managers on how to have difficult conversations about poor behaviour. Not everyone enters the workplace with these skills, so it’s important to offer support and guidance.
Considering Mental Health and Wellbeing
When managing disruptive behaviour, it’s crucial to consider the mental health and wellbeing of everyone involved. Addressing such behaviour can be challenging and stressful, not only for those directly involved but also for witnesses and managers handling the situation. Ensure that staff have access to mental health resources, such as counseling or employee assistance programs, and create a supportive environment where individuals feel safe to express their concerns. Prioritizing the wellbeing of all staff helps to maintain a resilient and supportive workplace, even during difficult times.
Final Thoughts
Managing disruptive behaviour in public service settings is about more than just enforcing rules—it’s about fostering a culture of respect, safety, and collaboration. By giving timely feedback, escalating issues when necessary, and ensuring robust systems and processes are in place, public service organisations can protect both their staff and the people they serve, ensuring the highest standards of service are maintained.
Q&A: Common Questions About Managing Disruptive Behaviour
Q: What should I do if I notice a colleague intentionally underperforming or disengaging from their work?
A: Start by having an informal conversation with them to understand what might be going on. Sometimes, there are underlying issues that need to be addressed. If the behaviour persists, escalate the issue through formal channels, ensuring that your approach is aligned with the organisation’s policies and values.
Q: How can I give feedback without making the other person defensive?
A: Frame your feedback in terms of perceptions rather than judgments. For example, instead of saying, “You were wrong to do that,” you might say, “Here’s how your actions were perceived by others.” This helps the person understand the impact of their behaviour without feeling attacked.
Q: What if my organisation doesn’t have clear processes for managing disruptive behaviour?
A: This is a common challenge in many workplaces. If you’re in a position to do so, advocate for the development of a clear code of conduct and escalation process. In the meantime, document any incidents and follow whatever procedures are in place, even if they’re informal.
Q: How can I support my own mental health while dealing with disruptive behaviour in my team?
A: Make use of any available mental health resources, such as employee assistance programs or counseling services. It’s also important to set boundaries and seek support from colleagues or supervisors when needed. Remember, it’s okay to ask for help when managing difficult situations.
I support teams with training, policy and process design and third party facilitated conversation to address disruptive workplace behaviour. For more support email me on contact@shivmartin.com and we can arrange for a confidential discussion.
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