What Is the Best Way to Handle Prima Donnas?

By Herbert M. Greenberg, Ph.D., Founder and CEO, Caliper

You know who they are. They are hard to miss. They saunter in, flaunting their latest success. Their attitude can easily shift from amusing to irritating. They think your rules are for someone else, and they let you and everyone else in your company know it. Yet time after time they prove themselves to be your best performers, and business keeps rolling in.

Therein lies the dilemma. These individuals are obviously worth keeping, but at the same time, you are left wondering why you put up with their behavior.

Does their insolent attitude have to be part of the package? What steps can you take to bring out the best in your prima donnas without having to put up with the worst in their personalities? And how can you send a message to the rest of your staff emphasizing what you value?

You need to understand why your prima donnas act the way they do. Do they have a strong need for achievement? Are they more comfortable in situations where they have complete autonomy? Is their lack of patience causing them to be less than polite with other members of your staff? Chances are their strong desire to have things done their way complements an equally strong desire to succeed. If so, they may be more likely to see rules and procedures as something meant for others to follow, and not them.

How to Stay in Control

If you are serious about handling your prima donnas, realize that some feathers may get ruffled. Prima donnas who have been given tacit consent to do as they please may feel threatened when all of a sudden their status or attention is taken away. By following these simple tips, you may be able to stem the tide before things get out of hand:

• Enforce the rules. Remind all employees at regular intervals that they will be held
  accountable for their actions. Be firm about setting limits on behavior and be consistent.
• Reward good behavior. Find ways to publicly recognize those employees whose actions
  reinforce your company's culture. Your prima donnas will notice who is getting the attention and why.
• Plan for success. If, as a result of your actions, your prima donna leaves, be prepared.
  Identify other individuals with the potential to duplicate or exceed that person’s success in their specific roles. Encourage and actively develop these individuals to reach their full potential. Not only will this ensure a steady stream of top performers, but you will also debunk the myth that a prima donna is the only person who can perform successfully.

Here is a recent experience of ours that can serve as an example of how this could work for you.

A client firm found itself taken hostage by its sales department and consulted us about the problem. The four prima donnas constantly acted as if they were part of some exclusive club — far superior to their fellow employees. Their expenditures went unchecked, and they considered themselves untouchable, because they regularly brought in a high volume of business. This situation had gotten out of hand, because management would not interfere, and this sent the message to everyone in the company that this behavior was not only acceptable but rewarded.

On a daily basis these prima donnas expected their colleagues to perform miracles, usually at the last minute. In the process they were overly demanding, unrealistic, curt, and rarely appreciative of the extraordinary lengths the support staff went to accommodate them. It didn’t take long for this expectation to wear thin. First, the tension was felt within the company. From there, it was inevitably passed on to clients, who, as balls were dropped and deadlines missed, took their business elsewhere. Once a steady stream of clients and employees began to leave, senior executives were forced to confront the problem.

The first step we recommended was to administer an employee attitude survey, which gave them new insights into the depth of their problem. Virtually everyone in the company felt the sales department was in control and would remain unchallenged. Next, they assessed the personalities of each salesperson to better understand each individual’s motivations as well as the dynamics of the group. What they learned was that their prima donnas were bright, extremely aggressive, independent, and unaccommodating individuals who were lacking in empathy. It was clear that these individuals wanted to have what they wanted, irrespective of the concerns of those around them. In order to regain control of the situation, the company needed to set a new tone firmly based on individual accountability and enforce it.

The sales department employees were informed that their behavior was no longer acceptable in light of the company’s revised expectations. Those who did not agree would be free to leave. For the first time, these prima donnas would have to change their focus and behavior in order to remain successful within the new company structure. As a result, one of the individuals responsible for generating conflicts decided to leave the company. Those who remained adapted their behaviors accordingly. The business now has significantly improved its bottom line and client retention, and the working environment is less stressful.

Bring Out the Best in Your Prima Donnas

The good news about prima donnas is that they are usually top performers. The challenge they present to management is how to balance their need for recognition with the smooth operation of your business. By placing an equal value on team work, professional behavior, and job performance, your clients will receive better service and your employees will see your commitment to maintaining control over what goes on in your organization.

Although it’s only natural to react negatively to a strong personality usually exhibited by prima donnas, the key is to tap into their natural talents in ways that will ultimately benefit the company. By focusing on ways to measure the impact of their behavior, you can find a middle ground where your prima donnas can continue to be top guns without driving you and your staff over the edge.

About this Blog

This blog is created by NAW and its partner Caliper, an international management consulting firm that offers a wide range of personnel services to wholesale distribution companies.