Dealing with Challenging People

When dealing with challenging people, it is important to understand the motivation behind the action/reaction. What determines focus and assertiveness? There are four general intents; 1) Get the task done, 2) Get the task right, 3) Get along with people, and 4) Get appreciation from people. Understanding whether an individual is task oriented or people oriented will help with interactions. Let's look at some challenging personality types from these intents. Stay tuned for more personalities in our next issue!

Tank	FOCUS: Task INTENT: Get it done. TOOLS: Aggressive behavior to control YOUR GOAL: Command respect - Hold your ground, interrupt the attack, and quickly backtrack their main point
Sniper	FOCUS: Task INTENT: Get it done TOOLS: Aggressive behavior to take control YOUR GOAL: Bring the sniper out of hiding - Use searchlight questions, use tank strategy if needed, go on a grievance patrol, and suggest a civil future
The "NO" Person	FOCUS: Task INTENT: Get it right TOOLS: Avoiding mistakes by always pointing out the negatives. Perfectionist YOUR GOAL: Transition to problem solving - Use them as a resource, leave the door open, and acknowledge their good intent
The "YES" Person	FOCUS: People INTENT: Get along TOOLS: Pleasantries and passive behaviors to seek approval and please others. YOUR GOAL: Get commitments you can count on - Talk honestly, help them learn to plan, ensure commitment, and strengthen the relationship

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Commitments for Effective Group Work

"Group" is defined as any combination of individuals in a relationship pursuing a common goal or purpose. These commitments may be shared with your employees.

1. Do not gossip about another group member.
2. Never criticize another group member aloud.
3. Never be late for a scheduled meeting, because it is a subtle form of disrespect for one's fellow workers.
4. Never engage in heated argument with a fellow group member. Use open communication and actively listen to all that is being discussed.
5. Keep a positive attitude toward work and other group members.
6. Look for and find positive qualities about all group members.
7. Make a personal commitment to respect and uphold the work and its purpose.

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Managing Change

There are several things that you can do as a manager to reduce the resistance to change that others on your team may experience. They include:

1. Building Trust - Employees are much more likely to accept changes if they have confidence in their supervisors. To a large extent the supervisor's own actions will set the tone for establishing trust in the team members. When employees perceive their supervisors as being honest, fair and forthright, they are likely to develop trust. everyone's contribution and work to develop a sense that we are all in this together
2. Discuss Upcoming Changes - Supervisors can certainly go a long way toward reducing fear of the unknown and building trust if they discuss upcoming changes with team members and actively involve them in the change process. During such discussions the supervisor should offer explanations not only of what changes will take place but also address why the changes are being made in the first place. When possible, try to exude a sense of optimism and cultivate a "can do" attitude. The supervisor should also outline the impact of the changes on each affected employee, allowing individuals ample time to ask questions.
3. Employee Involvement - Perhaps the best way to reduce resistance to change and to build trust among team members is to actively involve them in the change process. It is natural for employees to be much more motivated to go along with changes that they have helped to institute. Communicate as much information as possible, as often as possible.
4. Strive to be Realistic - Be honest about current realities and future expectations.