Management - Dealing with Difficult People

It would be nice if we all lived and worked in a perfect utopian environment. Sad to say, we do not and we would probably not be as developed as we are today if we had no struggles and trials. It seems that struggles refine and define us as human beings.

I had a manufacturing manger tell me one time that 10% of his job involved getting the product out the door and 90% of the time involved keeping the people somewhat sane. The longer I stay in management (going on 15 years now, man I feel old!!) the more I relate to this guy. It seems the trick to any company is ‘the people’ not all of the other ‘things’ that you would think would be tricky.

I have a few tricks of the trade that work. I can not lay claim to these for men and women far more capable than I used these things many years before I was thought of. However, these are things I have borrowed and they do work.

1.)    Never let the actions or attitudes of other people change ‘who you are’ as a person. Many times folks will yank your chain just to see if they can watch you spiral out of control. Believe it or not some folks actually get a thrill out of watching chaos.

2.)    Don’t be scared to get angry. Holding in anger can be detrimental to the manager. I do not mean that you should explode into uncontrolled rage but rather understand that there is no shame in being truly angry. The key is to ‘not let the sun go down upon thy wrath’. Get the anger out and get it over with .......moving on to the next challenge. You can not meet the next challenge without emotionally getting through the one before it.

3.)    Never make a decision in anger or in haste. I have made a personal rule for myself. I DO NOT make major personnel decisions without at least one full 24 hour period elapsing unless it is one of those things that can not wait. My rule of thumb is to sleep on every major decision one night and see it through the eyes of a new day before implementing changes. This self imposed rule has accomplished more in my management career than any other single thing I can think of.

4.)    Don’t be fearful of the ideas and innovative thoughts of those that work for you. Some managers live in constant fear of that college graduate aiming to take their job or the backstabber trying to get ahead in the company on the faces and backs of those they work with. Empowering those people that work for you can be a real boost for you as a manager. Your employees can make you look good or make you look like a fool. Empower them and give them credit when they have a good idea. Nurture them…….. you might work for them one day. This is not our ‘daddy’s world’. Corporate structures are not remotely like they were 25 years ago in America. Be fair and work hard. It all works out in the end. Yes, it all works out in the end.

Again, these are just a few simple things that have helped me these last 15 years. The list is by no means considered all inclusive. I am sure many of you can add more. Feel free to borrow from my list. It’ll improve your business and you’ll sleep better at night.

Your ideas are welcome here!

kml

2009