Dealing with difficult behaviour at work can be challenging but, with the right approach, managers can effectively navigate these situations. Here are ten great tips for managers:
- Stay calm and objective: Difficult people may try to provoke a reaction. Stay calm, composed, focused, and objective in your interactions. Remember, emotional reactions can escalate conflicts.
- Listen actively: Practice active listening, as against just hearing, to understand the underlying concerns or motivations of the person displaying difficult behaviour. Make sure you pay attention to both verbal and non-verbal signals too.
- Empathise: Show empathy by acknowledging the other person’s perspective, even if you disagree with it; for example, use phrases like “I understand this is frustrating for you, however…”; “I appreciate this makes you angry, however…” . This can help reduce tension and open up communication channels with them.
- Set clear boundaries: Clearly communicate expectations and boundaries for behaviour in the workplace. Be firm but respectful when enforcing these boundaries.
- Focus on solutions, not blame: Shift the focus of discussions from apportioning blame to finding workable solutions to the issues. Encourage collaboration and problem-solving from the onset.
- Provide constructive feedback: Offer feedback in a calm, constructive manner, focusing on specific behaviours or actions rather than personal attacks. Be specific, objective, and offer suggestions for improvement.
- Stay professional: It is vital to stay professional at all times, even when situations are challenging. Avoid getting drawn into personal conflicts or power struggles, don’t cry and don’t lose your temper.
- Seek mediation if necessary: If conflicts persist, consider involving a neutral third party, such as HR or a professional coach/mediator, to facilitate communication and resolution.
- Document incidents: Keep detailed records of any incidents or interactions with difficult individuals, including dates, times, witnesses, and specific behaviours. This will prove invaluable should further action be necessary in the future.
- Lead by example: Always demonstrate positive communication and good conflict resolution skills in your own interactions with others. Your behaviour sets the tone for the way the workplace operates and your team’s culture.
It is important to remember that each situation is individual and unique, and it may take time and patience to effectively manage difficult behaviour/people. By staying calm, empathetic, and focused on finding solutions, managers can navigate these challenges successfully while maintaining a positive work environment.
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