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Dealing with difficult people
The important question is - do you have a difficult person in your team? If so, the situation needs to be assessed and managed.
If no harm is done to any party from someone's behaviour then a watchful eye making sure it stays harmless may be all that is needed. If, on the other hand, a person is having a disruptive effect on the performance of the team, then steps need to be taken.
Experience shows that these issues seldom resolve themselves. Often the sending of a well-intentioned email or giving of a gentle hint serves only to aggravate the situation. More often than not the most effective solution is a well planned, structured and managed one-to-one meeting. A meeting can be called specifically to discuss this person's behaviour, or this issue can be addressed as part of an appraisal or personal review session.
As with most elements of professional management the planning stage is critical to the meeting's success. It is important to consider both the problem at hand and the wider context. What do you know about this person? Are they experiencing any problems away from work? Are there any issues or tensions with their colleagues? Within this planning phase you also need to consider what the minimum acceptable behaviour for this team member is and how you are going to monitor the situation on an on-going basis. Total harmony may be a bit too much to wish for, but total co-operation is the minimum acceptable level of behaviour.
During the meeting itself a counselling approach will be useful. Explain and discuss your feelings using "I". For example, "I need to let you know how your behaviour makes me feel." Always support your observations or feelings with evidence. The meeting can only be productive if constructive feedback is provided, the cause of the issue is identified, and both parties come away from the meeting aware of what can and should be done to improve this person's behaviour so that it meets the minimum acceptable standard.
T.I.P. (To Improve Performance)
- The sooner it is sorted the better for everyone.
- Think of the consequences of not doing anything for others in the team.
- Once the behaviour has improved, personally thank them.
Remember: The 3 "Fs" - Firm, Fair and Friendly.
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