* If there are enough staff available, take the person outside for a chat. If not, say, "Take ten minutes out to settle yourself and we will talk later".'
* Try to find ways to support the person. If they are homesick, run a team building exercise or organise a staff night out, or try to link them up with another staff member from the same area.
* Point out that the children can be confused and upset by a staff member crying, and if it happens frequently they will avoid that adult, thus increasing the workload on the rest of the team. Someone who is constantly miserable is depressing for everybody else.
* Consider running a staff training session on personal skills, showing how to present oneself in a positive manner and reminding them that negative body language such as hunched shoulders and poor eye contact fosters a negative response.
* If someone is acting out of character and seems stressed, take them to one side and find out if there is a problem. But balance your desire to know if your staff are performing properly with the individual's right to privacy.
* Support the staff member by outlining the range of help available. If necessary offer to rearrange shifts to enable someone to attend an appointment. Citizens Advice Bureaux offer advice on legal and financial issues. Private counselling is expensive but many GPs now offer counselling services. Voluntary organisations such as Relate deal with relationship breakdown, while Cruise offers bereavement counselling.
* Be flexible about allowing staff to take unpaid leave to sort out problems, while you keep closely in touch and encourage the person's colleagues to do so too. This will help the employee feel that they have not been forgotten and make it easier for them to return and fit back into the team. A person on unpaid leave is still an employee so service entitlements such as maternity leave and pension provisions still apply.
* If the problem persists, take account of your resources, that is, whether you can continue to operate effectively while this person is not performing properly. Consider disciplinary action. Invite the staff member to an interview on performance and point out the impact their behaviour is having.
* If the behaviour becomes a very long-term problem you may have to consider dismissal on the grounds that the employee is not performing. If you take this course, consider your legal position carefully and be sure you follow the proper procedures. Remember, how you treat a member of staff sends out messages to your other staff and parents.
