01.01.07
When shooting them is not an option
Handling difficult people when you do not have management authority
Over the last ten years, organisations have evolved to become complex, non-hierarchical and inter-dependent bodies. Project managers are in the frontline of this new culture, often working on large projects which have a multitude of key players. More often than not, project managers have to cope with a series of organisations all with their own priorities and a supply chain which would tax a department let alone individuals.
Many project managers have the intellect, experience and technical skills to successfully deliver complex pieces of work. However, many have not had the opportunity to develop the ‘soft skills’ required to lead and manage when you do not have the management authority. The situation of being personally accountable but not having direct management authority has tormented many projects and partnerships throughout business history.
M.A.Partnership recognise this predicament and have worked to help managers understand this problem, allowing them to develop strategies that make them more effective.
M.A.Partnership workshops highlight the successful strategies and behaviours when dealing with difficult people, both with colleagues and partner organisations. Part of the solution is to identify who your difficult people are: complainers, irate and aggressive, unreasonable, hostiles and passive aggressives.
Technically gifted project managers may not have had the opportunity to discuss and think about the way they handle difficult people. Until someone has a framework to view these difficult situations, they tend to have a trial and error approach which not only leaves them vulnerable to litigation but also has an enormous drain on their energy reserves.
Internal and external locus of control
When assessing and responding to the needs of a multi-disciplinary team, it is worth looking at the needs and value system of each individual within the group. People all deal with their environment in their own unique way. This means that there are people who believe outside forces, other people, management, their parents, and their spouses are instrumental in controlling the events and outcomes of their lives. They feel helpless to effect the environment around them and are likely to blame other people for their failings and short comings. This group are described as having an external locus of control.
There is another group of people who believe that they are in control of their own destiny. They believe that through effort, risk and dedication they can achieve their desired goals. They tend to see both positive and negative situations as a challenge and believe that through conscious effort that things will get better. This group are described as having an internal locus of control.
Once managers have a handle upon the concept of locus of control they can start to become more accurate in their diagnosis of the people around them. It is a simplification, but difficult people come in two forms: aggressive and passive.
Aggressives
Hostiles: Loud, verbose, explosive, intimidating, bulldozers
Sarcastics: Rude, crave attention, may try to be funny, jarring tone
Complainers: Victims, negativists, whiners with constant issues
Passives
Unresponsives: Silent, unwilling to give feedback, retiring
Yes’ums: Want to be liked. Can not say no. Tell you what you want to hear.
I Dunnos: Can not make a decision. Always late to deliver; Panics under
pressure.
The Saboteurs: Looks passive in his/her behaviour but may be dangerously
vindictive. Their loyalty may change on a daily basis.
These are just some of the difficulties that project managers and managers of multi-disciplinary teams need to face on a daily basis. All too often they have great technical skills but have never been exposed to the “soft skills” required to manage a project to a successful conclusion. At M.A. Partnership we strongly believe that managers need to practice a range of skills that will finally allow them to be come intuitive in their handling of difficult situations and difficult people.
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