Working with difficult people
ASPIRING for a workplace or a market without difficult people is a utopian desire. The challenge lies in dealing with such people. You need to possess considerable amount of self-esteem, confidence and courage to deal with difficult people. Leaving the issue unresolved, just adds fuel to the fire. It mars your productivity and affects the efficiency levels.
The other side to the conundrum is, those who constantly whine about difficult colleagues or customers end up being branded difficult people themselves. Your boss or manager might even consider ways to replace you.
Dealing with difficult customers
When it comes to dealing with customers, irate customers are reluctant listeners. All your efforts to explain the situation go unnoticed. Instead of interrupting with the flow, you can act as if you care about his problem. He feels more satisfied when you patiently hear everything that he has to say. Secondly, give an impression that you empathise with him. You better repeat his problem even before he does. You can solve the entire problem by avoiding the statement: "I can help you if you just try to listen to me."
Dealing with difficult bosses
To err is human. We accept it when we commit mistakes. Your boss might blame you even if it is not your mistake. Bosses do not do it intentionally. It is obvious that he need not chalk out a master plan just to de-motivate you when he has so many other headaches. Things that are wrong automatically attract attention. You can solve the problem yourself. Gain your boss's confidence that you are capable enough to correct the situation.
Dealing with a difficult colleague
You can try to seek alternatives to address this problem. However, it is better to avoid public confrontation. Similarly, pranks such as anonymous notes can harm your reputation in the organisation. Having a private discussion with the colleague often solves problems. You should address the problem from an objective perspective instead of attacking the person concerned. Try to influence him by explaining the problem's impact upon you. You need to solve the problem through consultation, not confrontation. Most of the difficult people hate to heed in the first place. You can continue having private meetings. When all the attempts fail, you can confront your difficult colleague with subtle humour or little sarcasm. Humour can solve many problems!
Even after considering all the alternatives, if success eludes you, it is time to discuss the problem with others. If it is a difficult colleague, discuss the problem with other colleagues and explain the entire situation to the boss. This line of action succeeds only if you can clearly establish the fact that the particular colleague's behaviour hampers overall productivity of the organisation.
It is advisable to avoid interaction with the difficult colleague or customer to the extent possible. Now, if the difficult person happens to be your boss, plan a shift to a new job within the organisation, if possible.
Ultimately, if the situation persists despite your attempts, it is necessary to assess the pros and cons of your situation. If there are more pros, you can stop complaining and continue your work. If the cons far exceed the pros, it is time you left the organisation.
CHAKRAVARTHY TENNETI
faqs@cnkonline.com
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