The_Essential_Manager_s_Handbook

DEALING WITH DIFFICULT PEOPLE / 197

Strategies for difficult behaviors

TYPE OF

BEHAVIOR

COPING STRATEGY

>>^ Keep positive—avoid being dragged down to their level

>> Point out earlier instances where your suggestion has

worked

>>^ Put their “trouble-spotting” talents to good^

use on a project of their own

>>^ Allow silences, rather than filling gaps in the

conversation

>>^ Get them to talk by asking open questions to which they

can’t answer just “yes” or “no”

>> If you can’t get them talking, call the meeting to a halt.

Explain that nothing is being achieved and propose

another meeting or course of action. Ask them to

consider how the situation might be resolved

>>Let them express their anger

>>Try to empathize

>>^ When they have calmed down, find the real cause^

and possible solutions

>>Tell them how they are seen by other team members

>>Explain what team membership requires

>> Point out how their strengths can help the team

>>^ Without dampening their enthusiasm, ask why

something hasn’t been completed

>> Help them understand how to get things done

>>Restrict their workload

Negative

Complains and

disagrees with

everything

Unresponsive

Uses silence

as an offensive

weapon

Overpowering

Uses anger as an

offensive weapon

Wants to “go

it alone”

Doesn’t see

themself as part

of the team

Shows

enthusiasm

but few results

Underachieves

repeatedly

US_196-197_Dealing_with_difficult_people_1.indd 197 02/06/16 4:36 pm