As if being a leader isn't challenging enough with employees who can't seem to make the grade, it's even worse when one of your stars begins to under-perform. What do you do?

Let's start with some often-overlooked basics. Your star player became a star because he wanted to. Yes, it was desire that drove him to excellence. It was also commitment (motivation & confidence) that allowed her to develop the competence (skills & knowledge) to excel in a number of tasks or the job. Every one must have competence (ability) and commitment (desire) to perform at high levels. Hopefully that highly competent and committed employee was allowed to perform in a relatively autonomous environment. Super stars don't require much direction or encouragement. Most are self-motivated and get valuable feedback from doing a great job. It doesn't hurt to tell him once in a while though.

Now, what happens when the super star under-performs? All too often, the leader begins to tell her how to do her job. Is that really necessary? Will it help the situation? No and no. This is where it becomes tricky, especially if the leader isn't one of "touchy feely" types and doesn't really like having to handle "people problems." Well, this is where it's time to get empathetic. More than likely it his motivation that is waning, not his competence. It is helpful to see if he will share what is affecting his attitude, which is affecting his performance. It's time to say, "I noticed some of your work is not up to your usual standards, is something bothering you? Is there anything I can do to help?" Depending on your relationship with the employee, you may get an ear full or you may get "nothing." If she is willing to share her concerns, be a good listener, ask what she is going to do next, and don't tell her how to fix her problem: she is an adult. Remember, it could be something as serious as a death of a friend or family, financial problems, relationship problems, or the beginning of boredom with the job or company. This is going to hurt, but it could be you. Sorry.

Your goal is to get him back to high productivity. Your job is to provide assurance that you are there to help and to offer outside assistance if needed. You may suggest she have a conversation with HR or another trusted leader, in or out of the company, who could offer assistance. It is very important to remember that it is not competence that is waning, it is motivation. The only way to get through this is to be supportive.

If the poor performance persists (you determine the severity and time frame) it will be necessary to inform him that this situation is no longer acceptable. Since the company is still paying him, he is required to deliver. You may suggest a vacation time or a leave of absence to sort out overwhelming problems. You do not want to have team members and associates observe you allowing someone to not perform up to standards for an extended period of time, no matter what the work history. In some cases, hopefully few, a Performance Improvement Program will be necessary.

As a leader, your responsibility is to offer any guidance and assistance within your means to turn this situation around. You are responsible for a valuable human asset for your company and you are responsible to the human employee to be a caring and responsible leader. This is probably one of the tougher parts of a leader's role and requires competency (skills & knowledge) to handle the sensitive and difficult situations with compassion, yet firmness.