They're our top performer, but my WORD they're horrid.
We’re obsessed with data. The measurable metrics and tangible targets are all too tempting to lean on as markers of success, but what about the things you can’t put an exact number on? Team dynamics, psychological safety and company culture have a direct link to productivity, innovation and performance. So how do you quantify the impact one bad apple can have on your bunch? And what the heck do you do about it?
Picture the scene: You have a team member who is consistently off the charts when it comes to hitting targets. They’re ambitious, they’re tenacious, they’re bringing in the big bucks. But they're also the epicentre of most conflicts within the team.
The Toxic Top Performer
You might have, at some point, worked with a ‘top performer’ whose soft skills were anything but soft. Their behaviour might rub people up the wrong way, it might create a hostile environment, or might just be plain nasty. The tricky balancing act for employers begins when that individual’s stellar achievements on paper seem to mask their toxic behaviour. We kid ourselves that the pros outweigh the cons, “Sure they’re not the best team player, but they’re great at their job!”. Worse still, companies often end up promoting or rewarding these people through rigid progression frameworks based only on measurable performance metrics. We’re literally rewarding toxicity, WTF.
The Bad Apple Effect
It always amazes me how quickly a solid culture can be destroyed by just one person. The impact can be immediate and long-lasting, and it’s hard to undo. You might expect to see:
Lower Team Morale: The energy and enthusiasm of an entire team, gone in a flash.
Rewarding Toxicity: This person can set a precedent, "If they can get away with it, why shouldn't I?".
Stifled Creativity: Teams are hesitant to voice ideas for fear of criticism or ridicule.
Reduced Team Productivity: While one person might be hitting their targets, the team as a whole might lag due to the disrupted harmony.
Sad people: It goes without saying, a hostile environment with a lack of emotional support can lead to or exacerbate mental health issues, an already huge threat to today’s workforce.
But that’s not all, if left unchecked, further issues might crop up:
Bullying: This isn't just schoolyard stuff. Creating a hostile environment and victimising behaviour can lead to severe mental health challenges, high absence, and even legal risks.
High Turnover: You can’t blame them, nobody wants to work with an a**hole! The cost of hiring speaks for itself - retention is your friend.
Loss of Trust: Team members might begin to question the company’s commitment to their duty of care. If they prioritise one high-performing individual over the well-being of the team, can the company be trusted?
Ok ok, you get it, we get it! Better to have solid and reliable performers who trust and respect each other than one Gaston and a tribunal on the cards. Apologies for the Beauty & the Beast reference, it’s the best I’ve got…
Let’s talk about solutions
Talk to them: Address concerns privately first. There's always a chance they're unaware of their impact, or there might be something else going on. Give them the context, the impact, and what you need to see from them. Try to check in with people as regularly as possible - a stitch in time saves nine!
Check the vibe: Having a system for people to share how they’re feeling at work is a great way for people to give anonymous feedback in a safe space (Officevibe, employer surveys and a good old fashioned traffic light system are all great).
Rethink your KPIs: KPIs can be dynamic! Adding 360 feedback to appraisals, discussing performance against company values, and assessing performance as a team over individuals are all ways you can evaluate from a more holistic team perspective..
Invest in Training: Soft skills don’t come naturally to everyone, by providing learning opportunities for everyone you can enhance team dynamics, raise awareness of shortcomings, and set expectations.
Provide wellness support: Sometimes, poor behaviour is a result of personal struggles or underlying health conditions, let experts help you help your team.
Live your Values: If your company values Respect and Empathy - make sure they're enforced! Behaviour in contrast to company values is a conduct issue.
Be ready to make tough decisions: If all interventions fail, it might be time to reconsider if the top performer's contributions genuinely outweigh the team's. Can you take that risk?
So, to summarise…
Performance is not just billing data and account growth. It's also about team cohesion, cultural enhancement, and contributing to an environment where everyone thrives. Sometimes, the most challenging decisions yield the healthiest teams and the most sustainable results.
