The_Essential_Manager_s_Handbook

196 / IMPROVING YOUR SKILLS

>>^ Letting the person speak

>>^ Putting your case calmly

>>Standing your ground

>>Breathing slowly and deeply

>>>>Interrupting

>>Getting over-emotional

>>Becoming argumentative

>>Taking it personally

CONDUCTING A MEETING

Do’s Don’ts

Dealing with difficult people

A difficult person could be someone who is genuinely obstructive or just

an individual who sees the world differently from you. In either case, to

manage difficult behavior, you first need to gain an understanding of the

person, and then employ a set of tactics to manage the situation.

Planning for resolution

You can’t change a difficult person by

being difficult yourself. You have to set

a target for the situation or relationship

you wish to achieve, and then create a

strategy to reach that goal. The approach

you take will depend on the situation,

the person, and the type of behavior.

One option is to call a private meeting

with the difficult individual.

Discussing the situation

Select a location to meet in a place

where you won’t be disturbed or noticed

by colleagues. Prepare what you want

to say and how you will say it. Tell the

person how you see the main issues

and problem, logically and without

emotion. Ask how the individual sees it

and don’t interrupt, even if you disagree.

Ask for solutions and, finally, add some

ways in which you think the problems

might be resolved.

Facing up to conflict

Truly difficult people are difficult with

everyone. Few will fail to notice their

behavior, so it is important to face any

conflict rather that allowing it to fester

and affect the whole team. It is important

to keep in mind that you need to act and

not let the conflict affect you deeply. If

the other person becomes threatening

or abusive, walk away with dignity,

saying you will consider the situation

and get back to them.

ACT EARLY

Tackle difficult behavior as

soon as it becomes evident—

the longer you leave it, the

harder it becomes to cope

with, and it may affect other

members of the team.

Tip

US_196-197_Dealing_with_difficult_people_1.indd 196 30/05/16 3:03 pm