Thanks for returning to my series about difficult people – I'll be interested to hear what do you think, so far? Do you see how difficult people can be a competitive advantage for your team? Let me know in the comments below.
To recap part one of this series I began with “The Know All” (TKA) personality type, you surely know someone who embodies those traits. For part two I spoke about “The Revolutionary (aka TNT) type” who are seldom satisfied with the status quo.
For part three I will shed light on the all too familiar, yet quite challenging, difficult ‘Take No Prisoners’ (TNP) personality type.
Consider ‘the Donald’ reporting to a leader in a business setting. Yes, that is this rebel style. What do you think, difficult to manage? Oh my, heck yeah! A true leadership test.
You may be surprised to know there ARE ways to harness the power of this rebellious in-yo-face type when they report to you (not so easy to when they are running a country). When you guide them the right way, you create a powerhouse talent on your team and even better, leave a lasting positive impact in your company.
Meet Liam – The Gun-Slinger
Liam (names changed) is an up-and-coming, newly promoted executive in telecommunications. He is 33 years old and incredibly clever. So much so he has been promoted rather quickly. Over a 5-year period he has moved up three times (unusually fast) and is now at the Director level with eyes locked and loaded for a Vice President’s seat. He has been told he has “CEO potential”, which is amazing BUT he tends to share that info with others in an obnoxious ‘boasty’ sort of way.
Highly strategic and a quick study, he has demonstrated value in every role very quickly. Liam is highly action-oriented, capable to make change and adapt rapidly. Managers who promoted him looked past some of his behavioural shortcomings for political reasons - because the top bosses really like his boldness. Leaders fanned his fiery flames, instead of providing candid feedback and guidance, for fear they may be seen as a roadblock to his rise up the ladder.
When his newest manager Claire, VP Ops (seriously, not her real name or title) reached out for my help, she told me she inherited ‘a blow-hard, pompous, egotistical jerk.’ Claire was ultra motivated to find 'something' to hit home with him before everyone quit on her team. When we started, she was at her whit’s end.
Liam is the quintessential Take No Prisoners (aka TNP) profile.
The Take No Prisoners profile:
The benefit of having a TNP on your team – quick decision makers, they assess risk swiftly, are very determined, action oriented, inventive, shrewd and persistent.
The key to leading a TNP is trust and mutual respect. Set high expectations regarding their behaviour; hold a mirror up to see results of their approach; be liberal with praise at the right times. Listen to their ideas, positively reinforce relationship building, and be candid with feedback that will benefit them with very firm correction if they appear to burn a bridge – they appreciate that directness.
Caution for leading a TNP – they require a firm leader whom they respect or they will undermine your efforts. Do not do battle with them as they are very clever, set clear boundaries early on, then hold them to those.
My approach was to have her build a real genuine connection and be very firm with expectations and harness the positive side of his traits.
Claire began to develop two-way trust with Liam:
I hope to become an executive coach to him one day and if I do, I won’t pull any punches. He needs direct feedback to help him succeed; learn how to flex his style yet capitalize on what makes him a powerhouse in business.
Could people perceive YOU to be like Liam? Or do you know anyone with this style?
Help is Available
For every difficult type of person there is a way of connecting to the jewel that may be under a rough exterior. It can take a bit of work on your behalf but having distinctly different personalities on your team can become a strong competitive edge as well as a leadership legacy.
If you are suffering with a difficult person on your team (or your boss) and you’d like help to figure out how to communicate better with them, send me an email. There are numerous ways to connect!
If you aren’t on my mailing list, you’re missing out on other juicy tidbits to become an effective leader. It is never too late to sign up! I have sign up links all over my site, for your convenience. 🙂
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In part one of this series I introduced how to develop a competitive edge while leading difficult people. I began with “The Know All” (TKA) personality type.
For part two I’ll focus on another challenging personality, this one is seldom satisfied with the status quo and constantly wants to make changes!
The Revolutionary…. aka “TNT”
Making it Right
I often compare this type of person to Mike Holmes, the builder who seemingly blows up your house to fix all the wrongdoings done by previous contractors to ‘Make it Right’.
This kind of person on your team can really test you, pushing at every turn with complaints about process, hand-offs, policy or people. They expect you to fix it.
For the conscientious manager this TNT type is very draining to have on your team. You may pride yourself on good quality work like they do, however you’re more apt to be cautious and comfortable with subtle improvements vs high confrontation or making full-scale change.
These people can be rather domineering in conversations. They have strong opinions, and even though you may see value in their suggestions, they can be tough to redirect back to work.
Rather than doing battle with them, there are ways you can help to leverage their enthusiasm for the greater good!
Meet Sati – the Demolition expert
Lets take Sati for example (names changed). Sati works for a sales organization as a technical rep and has been there for almost 10 years. She is well liked by both peers and customers, so much so they turn to her to solve all sorts of problems. Sati has a habit of adopting other people’s issues, making them her own to solve, even when they are not in her domain.
Her Sales Manager Brian really struggled to get Sati focussed on her own deliverables. Almost daily she would come to him with yet another idea to change...well…pretty much everything. Many conversations began with “Why don’t we....”, “I don’t see why I have to…”, “Why can’t x department do…”. She just constantly challenged.
Brian was recently been promoted and knew Sati had some great ideas from working with her as a peer. As the days and weeks followed however, he found her increasingly frustrating to work with. Poking at him day in day out with yet another scheme she wanted him to undertake and fix, yet did not follow through on her own work.
Sati is a great example of this Revolutionary – TNT difficult person.
The TNT profile
The benefit of having a TNT person on your team – they are opportunistic, filled with ideas, usually very positive, they influence others, thrive on change, deal well with ambiguity and love problems to solve.
The key to leading a TNT person is hearing out their ideas and giving them accountability to see changes through. Set expectations for detailed change plans outlining the risks/rewards and benefits to implementing such a change. They do best when they are heard, given meaningful accountabilities with autonomy to implement and are trusted to get it done.
Caution for leading a TNT – they need a diligent leader to be available for them, not too hands on, yet someone who sets expectations, timelines then follows through. They need to be heard.
After Brian and I laid out a plan he implemented a few strategies:
In the following weeks Brian noticed a change in Sati. She stopped the incessant pushing and began to take ownership of some of the issues, working diligently to resolve.
Weekly they would meet to discuss progress and Brian began to mentor her on how to look deeper into the details. Sometimes she would actually abandon an issue but not until she had more thoroughly explored it and considered the impact(s).
Now Brian is well on his way to becoming a stronger leader and Sati is becoming a greater contributor, not only to the team, but also the organization.
For every difficult type of person there is another way to look at what they bring to your team. It can take some effort on your part but encouraging people the right way, who previously were a pain, can actually turn into a competitive edge toward a highly productive team.
Join/sign up for our blog updates (link in right margin), or visit often for other useful tips on leading people!
If you are tired of struggling to deal with a difficult person on your team (or your boss) and you’d like help to figure out how to communicate with them, send me an email. I have a kit bag full of different tactics that work!
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Recently, a client (we’ll call her Yvonne) reached out to me for assistance with a ‘know-all’ on her team. We had such great success improving their working relationship and camaraderie on the team that I decided to pass along some tips!
Many business leaders I talk to grapple with rebels or difficult personality types. Difficult people can test your every-last-nerve, yet once you figure out how to curb their behaviour by communicating effectively, you may discover a competitive advantage on your team.
Over the next few blogs, I will give you tips on how to handle some of the most draining types of people:
First up is the case of Alan – The Know All (TKA)
Alan – The Know All (TKA)
Alan was an effervescent, spirited, high-energy team member, who was very smart. He drove people crazy with his need to be right all the time and his non-verbal, superior behaviour in meetings (like eye-rolling, arms crossed, dismissive noises).
Trouble was that most days Yvonne found herself doing damage control when people complained Alan was difficult to work with. Alan spent all of their 1:1 meetings complaining about others who were unresponsive or uncooperative, inhibiting him from accomplishing his work and expecting Yvonne to set THEM right.
As a result, Yvonne found Alan to be a drain on her time and energy. Due to the culminating behaviour issues, Yvonne seriously questioned whether to keep him on the team despite the great work that Alan did.
After Yvonne filled me in on the many issues, it became obvious that Alan did not build rapport with others and his smug behaviour rubbed people the wrong way. So we set out a plan for Yvonne to begin providing Alan with meaningful and actionable feedback, immediately.
Alan fell into the TKA-The Know All profile:
The Know All profile (exhibits many of these traits)
The key to leading a TKA is to gain trust by showing them you are ‘in their corner’ but challenging them directly on their behaviour so they can see the impact of their current approach.
Caution to leading a TKA – always have your facts and data in order, never threaten or corner. Pick your battles wisely; focus on behaviour that gets in their way of success vs. labeling the person as a problem.
The benefit to having a TKA on your team – this type of person has tons of relevant information to draw upon, they are hard workers, creative problem solvers, decisive, action-oriented, have high standards, are adaptive, and are highly productive.
The root of Alan’s problems was that he made others feel dumb or undervalued – the more he touted his smarts, the more others did not want to work with him. They resented his approach because he never took time to value their input, he didn't create a relationship, he would talk too fast, not ask questions and express how frustrated he was in a variety of verbal and non-verbal cues.
So What Happened?
Once Yvonne began providing more directive feedback, Alan started making positive changes in his approach. Fortunately Alan knew Yvonne genuinely cared about his success and even though it was difficult to hear, he soon realized he came on too strong and decided to take her advice.
In a few short weeks, Yvonne began to hear from others that Alan was less combative and appeared more team oriented and helpful. Yvonne is now less stressed and has improved her own skills for giving AND receiving feedback.
So Difficult People or Competitive Edge?
For every difficult type of person, there are ways to connect to capitalize on the strengths they bring while correcting undesirable behaviour. It can take a bit of work on your behalf but building and encouraging diverse perspectives can be a competitive edge for a high performing team!
If you are tired of struggling to deal with a difficult person on your team (or even your boss) and you’d like to know how to better communicate with them, send me an email. I have many more strategies that work!
Do you know anyone similar to Alan? I'd be interested to hear what strategies work for you to manage their behaviour or if you have another difficult style you struggle with - please leave me a reply below!
Sign up for my blog updates (subscribe in the right-hand column) or bookmark the blog page. The next post one will feature: TNT – The Blow It Up Type – think of a ‘Mike Holmes’ like worker who sees many things that need fixing and thrives on change yet balks at routine work.
Photo Credit @ergepic from Pexels Creative Commons CC0
Hanging out with my grandson the other day he told me about a neighbourhood bully who makes ‘bad choices’. We had a great conversation about people who make bad choices, particularly bullies. In his vast wisdom of nearly 5 years, my grandson told me ‘Bullies are people too but its not OK when they hurt other people and if they do, then a grown up has to give them a time-out.’
What a thoughtful leadership lesson in this little statement. After all, we use time-outs with children to make them think about their actions, they must apologize and we expect them to do differently so they learn from their experience. So why don’t we tackle bullies in the workplace with the same energy - especially people in a power position over others?
What Would You Do?
You know the headlines these days are dominated by allegations of sexual harassment; victims are speaking out about their nasty experiences, almost daily - a topic seldom talked about before. Women everywhere have been emboldened to speak up and share their personal stories of sexual harassment and inappropriate behaviour in work situations. With every news story, it triggers another woman's courage to speak out. Rest assured, there will be more to come.
Will you know how to manage an allegation at work if someone in your company or organization turns to you for help?
Policy and Practices Start with YOU, not HR!
Lets face it; dialogue about sexual harassment makes most of us uncomfortable. Anything ugly is difficult to speak about, but open discussion is vital to bring about improvement. It really concerned me when I read the Globe & Mail article that '94 percent of Canadian's leaders believe sexual harassment isn't an issue.'
Given harassment has become such a hot topic, every company should recognize that sexual harassment IS a real problem. It is time for leaders, or anyone in a position to help, to stand up, call out and follow through with discipline for inappropriate behaviour. No one should ever feel harassed at work, particularly if it is unwanted and sexualized in nature. It’s just not ok, regardless of how you qualify or explain it away as ‘that is how it is here’.
Turning a blind eye to anyone’s harassment claim can make worldwide headlines within a few hours through social media when they don’t get the help they need. So #Time's Up on covering up transgressions of anyone, especially senior level leaders or officials.
This is tough stuff to handle but there are steps you can take, immediately, to prevent all forms of harassment from happening at your work. Lets look at how you can create work environments where both men and women feel safe to bring forward concerns and get support rather than feeling they have to go public or leave the company.
Think ‘METALS’ - Leadership Steps to Say #Times Up
1. Model. Everyone is watching you whether you know it or not. Don’t speak inappropriately about women (or men); leave any form of sexual innuendo out of the workplace – sexual dialogue does not belong in a work environment. Help your team remain respectful in every interaction, show them how you manage with respect. You are the one your team will imitate, so show people the right way to treat others.
2. Enforce. The basis for change at work begins with having policy as a guidepost. No matter the size of your business, you need policies in place to fall back on to enforce. Ensure your workplace has a clear harassment policy in place with specific actions to take should any disrespectful behaviour occur – regardless of level or position in the company. Check to see that your company has a policy, become familiar and communicate it. If they don’t have a policy, suggest it be implemented ASAP. You can be the catalyst for ensuring a harassment policy is in place, communicated and enforced.
3. Talk. Talk about harassment with your team, long before an issue occurs. When opportunities arise to reinforce, discuss behaviour openly, highlighting what is acceptable and what is not at work. Openly share stories about past personal experiences and state how you would handle it now. Immediately discuss any sign of disrespect you observe or hear about so your team know you will not tolerate it. Make your team aware that they each have a role to play in keeping the workplace safe, people who stay silent are complicit; give them the courage to speak up. You create the environment of open dialogue.
4. Act. In the best work environments ‘respect in the workplace’ is a foundational training piece for all employees so they understand what behaviour is expected of them and what to expect in return. Many people go through training but notice when management doesn’t consistently follow through when something occurs, so they clam up. Be the one who acts swiftly. People want to work for leaders who readily step up and take responsibility for the wellbeing of their people. They will know you care enough about both the ‘bully’ and the bullied to deal with bad behaviour head on. Any form of bullying or inappropriate behaviour should be investigated and acted upon with appropriate discipline, without delay. Action begins with you, not HR.
5. Listen. Treat any form of harassment claim with urgency, seriousness and respect by hearing out those who have the courage to speak up, suspending your own judgement. Ensure a proper investigation is done while taking steps to protect the complainant from any form of retribution. Active listening shows them you care, understand and can be trusted to help. Listening with empathy is a key leadership trait.
6. Speak Up. By respectfully speaking out for those who feel harassed at work, you quickly become a powerhouse leader of tomorrow. Inappropriate behaviour at work is not OK; it is never to be tolerated. By speaking up and supporting others who speak out you will be the leader everyone wants to work for.
Take a Stand
You make choices everyday for how you treat others, we all do. If someone chooses to be a jerk or worse, an aggressor, then they should face appropriate consequences for their actions, regardless of their position in a company or organization. But it takes strong leadership to follow through with these people and take deliberate action. Take a stand!
As a leader you have the ability to choose what your team’s workplace should be like, irrespective of the culture or industry you’re in, or whether you have an HR team. YOU can be the shining example to others in management. YOU count to the people who report to you and how you act during the toughest times will be a key differentiator to their lives.
I’m here if you need guidance to manage tough leadership situations. Send me an email if you want support to develop policy or practices to enforce a respectful workplace or you’re struggling with a difficult issue and want a coach to talk it through.
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By now, you’ve surely read the news that Steve Bannon, the ever-controversial White House Chief Strategist was let go after just 7 months in office. He joins Anthony Scaramucci who was fired (or removed from office) after a mere 10 days on the job as White House Communications Director. The ‘Mooch’, as he liked to be referred to, was quick to show his true colours within a few short days on the job with inappropriate comments and bombastic tirades.
While the White House may have substantially different hiring/firing practices than many businesses, these departures underscore why ANY company should act fast when an employee–particularly those who hold a position of trust - damage the reputation of a business, or presents them with ‘cause’ to terminate.
But did you know, you can actually fire anyone, anytime–with or without cause?
Yes, let that sink in for a moment…
You can fire anyone. Yes, even in Canada! BUT don’t get ahead of yourself…there can be consequences and ramifications for doing so, depending on what led to the decision and how well you managed it.
If you fail to treat the employee appropriately, you could face all sorts of trouble and/or additional expense. For instance:
I’ve worked with many leaders in different industries (both big and small) to plan terminations, and in most cases they were extremely conflicted about making the final call. Let’s face it; this is not an easy thing to do. You wonder if you have enough information to back yourself up, you question if you’ve ever said or done anything inappropriate that could later ‘bite you in the butt’ and you worry about what to say on that dreaded day–the day you actually let them go.
Whether it is a directive from the top of corporate to downsize your team or it is a lingering performance or behaviour issue, letting someone go is one of the hardest actions you will ever have to take as a manager. And so it should be. I always say if you don’t feel a little sick inside when affecting the life of someone else then you really shouldn’t be a people manager.
That said, there are times where you know very well that somebody needs to go – and as aggravating or grueling as it may seem to be, there are some very important things you should consider before you ‘pull the trigger’. Lets call it CYOA! (cover-your-own-ass)
So how do you CYOA?
Long before you have that tough conversation, it’s important to consider if you’ve covered yourself properly. Have you:
1. Been fair?
Do you have favourites on your team, or are there people who you don’t really like? If I spoke to others on the team, would they tell me they’ve observed a lack of fairness with this person? How did you arrive at a decision for this person to leave and how fair did you apply these selection criteria across the team? Have you let others with the same performance level or behavioural issues remain on the team or did you provide all of them with the same type of feedback and given similar chances to improve but this one individual hasn’t measured up? If I can find out you were not fair in treating this employee, you can bet the court can too!
2. Been consistent?
I can’t tell you how many times I’ve heard how terrible an employee’s performance is, only to read their previous reviews–all of which were glowing. Do not assume an employee just ‘knows’ when they are not performing because you think you’ve told them. It is your responsibility as the manager to ensure the issues have been clearly expressed, both verbally and in writing with a clear-cut plan to improve. This plan becomes your supporting ‘back-me-up’ information. At the very least, be sure to document stern conversations by sending a follow up email after your meetings to reinforce what you’ve spoken about and include the steps required to improve. Now, I have a test for you… pull out all of your notes/emails or reviews to this person over the past year, and re-read them as though you’re the lawyer defending this case. Does your evidence support the termination? Have you been consistent with your feedback and directions; will this information reinforce your case? Or is it wishy-washy and non-specific? When you say one thing verbally, but record it differently in performance reviews and/or emails, the written information will be taken as the truth every. single. time!
3. Provided ample opportunity to improve?
Everyone deserves to be given a chance to improve–yes, everyone! I have heard many leaders tell me somebody ‘just has to go’, but when asked, it becomes apparent no one gave the employee clear feedback with an opportunity to improve within a realistic time period. If challenged legally, you’ll have to show the proof that you gave the person helpful, specific feedback on what needed to change, and how to improve--within a reasonable timeframe. So ask yourself–did you give them adequate feedback? Did you provide clear actions they need to take within realistic time period – did you create a performance improvement plan? If not, now’s the time to do it!
4. Provided training or progressive discipline?
If the issue is a ‘skill gap’ you need to show that you’ve provided the employee with adequate training to acquire the right skill level.
However, if it is a behavioural/attitudinal issue, the only way to help someone change is to provide him or her with progressive discipline in a formalized way – some may call it performance coaching or corrective action. When I say formalized, I mean well-documented (notice a theme emerging?) keeping track of meeting dates, a summary of each circumstance/situation, and a record of feedback (provided to the employee) so that there’s a trail of the intensifying consequences. In formalized progressive discipline you use formal warnings, beginning with simple verbal warning to correct the behaviour, escalating the consequences according to your company discipline policy (if you don’t have one, you should create one… pronto).
‘Three strikes you’re out’ may not be necessary or on the other hand, it may not be sufficient; it really depends on the seriousness of the wrongdoing, the situation, the history of the individual and whether there were any justifying circumstances or not. Most progressive discipline practices use these culminating stages: verbal warning, formal letter of warning, suspension and then termination. It is really important you follow through with an action each and every time they act inappropriately. And again, you have to conduct yourself the same way with all employees.
Tip: The test I use to know the difference between a skill gap or a behavioural issue is to ask, “If you paid them a million dollars, could they do this correctly?” If the answer is no, then it is likely a skill gap and training is required. If the answer is yes, then chances are you have a behavioural/attitudinal issue on your hands.
5. Treated them with respect?
Of course, you likely know this is important while they work for you to treat them with respect, but did you know it’s equally as important after they no longer work with you? If after someone leaves an organization they can prove you were talking disrespectfully about them or their performance to someone who had no right to know, the organization may face defamation claims in addition to wrongful dismissal suit. Limit discussing negative qualities about any colleagues or team members at any time–the less said, the better! Only management/HR of the employee should be involved with these discussions. This kind of gossip can not only cause legal issues, but also trust issues with other team members, as they begin to wonder if you talk about them in the same way behind their back.
The bottom line is this–you can avoid most wrongful dismissal lawsuits and/or Human Rights violations when:
It may seem onerous to have to complete performance improvement plans, provide verbal and written warnings, have performance/behaviour coaching sessions, keep desk notes and provide follow up emails, but these are your best tools to help you CYOA. It’s absolutely critical that you be in control the information that could be used against you.
When you’re dealing with an employee with difficult behaviour or you’re at the end of your rope and are about to let someone go, book me for a consultation. I have tips and tools to help you get organized and I have 25+ years experience helping leaders plan and prepare for the ‘dreaded meeting’–including their follow up discussions with the rest of the team.
And to help make sure you properly CYOA, I will challenge you with tough questions to help you move forward. After all, wouldn’t you rather it be me asking as opposed to the courts?
You’ve been there–it could be a pain-in-the-butt colleague, a trouble-making employee, or worse, a devil-boss who makes your workday absolute torture! Regardless of who they are, they likely all have this one thing in common…nasty bullying behaviour.
Sadly, if you don’t find ways to manage it, the stress may cause your health to decline, you disengage from work resulting in your performance taking a hit or you have the sudden urge to quit because you simply have no other way out.
Dealing with a workplace bully wears us all down. Repeated over time, you may actually believe what they say, sparking self-doubt and eroding your self-esteem. They yearn for this power and as such, once they’ve set their sights on you, they do what they can to take you down.
I’ve helped several clients rise above these difficult people. It takes a little bit of work but in the end, they feel a sense of accomplishment once they triumph!
It’s important to note that if what you are dealing with is an extreme case of bullying or a possible harassment case, there are Human Rights laws to protect you. Handling those situations requires a formal process. The Ministry of Labour (Ontario) provides guidance to both employers and employees regarding these laws in my province.
What I’m talking about today are the scenarios where someone is staying within the bounds of the law, but making it unpleasant for you to work with them. These people know how to get at you but management may not see it, may choose to ignore it, or it just may not be bad enough for you to want to raise a big fuss.
The Bully Profile
These nasty people often share similar characteristics, they:
So what CAN you do to battle this kind of unpleasantness? Lets look at some simple tactics to disarm these bullies and take back your own power:
1. Let them shine
It may seem counterintuitive but people who are problematic are typically seeking some kind of attention.
Take time to assess this person’s underlying insecurity; ask yourself the following questions to become aware of what is really going on:
With this information in mind, look for a moment to praise them when they do something you can comfortably acknowledge: “Jane had a good point”, “Jane was absolutely right, ‘Thank you Jane for xxx” “Jane I quite liked xxx”.
These comments begin to neutralize their need to be nasty because their own esteem rises.
However, it’s important that you approach this genuinely. Don’t do it if you don’t really feel it or it will come off as disingenuous and inflame them further.
Giving them the limelight is a powerful tool and it works in most situations.
2. Use the power of Aikido
If you haven’t heard of it before, Aikido is actually a form of martial arts. Yet, it is non-threatening and doesn’t use force.
In fact, what makes Aikido so effective is that it removes aggression from an adversary by yielding to his/her force in a way that they end up only hurting themselves. For instance, imagine stepping out of the way as someone tries to strike you–the attacker would likely fall down, hurting only themselves.
Mean people are easily unsettled when you DON'T react the way they are expecting. Because most of these people have very low self-esteem, their actions come from a place of insecurity; they lash out or belittle to make themselves feel better.
To use an ‘Aikido-like’ reaction:
3. Find your inner comic
Instead of letting these people get under your skin, find a way to make light of their behaviour. I have seen really great leaders deal with some very annoying people simply by making a quick thinking remark. For instance, in the case of an employee continuously interrupting a meeting, the leader might say, “Slow down there speedy, I’m driving this meeting”.
If it’s your boss who’s pushing your buttons, this can be a bit trickier but you can still make light of their nasty comments. Laugh out loud and say something like, “Oh, for a moment I thought you were calling me an idiot–that’s a good one”.
It may not immediately come to you in the moment, so after an interaction has happened, consider things you could say next time. The AMA has a great article on how to have the last laugh, worth a read! Try to avoid insults as you don’t want to stoop to their level–I’m talking about making light of their comment so you take back control.
4. Call them on the behaviour
We naturally try to defend ourselves or strike back when mean people put us down or make a condescending comment. These people have become experts at making others look second-rate so that they can feel superior. That is where they draw strength.
If you can’t ignore their comments, respond firmly with a response that exposes the behaviour, “That sounded like a put-down”. It usually holds a mirror up to the individual and catches them off guard.
Most of these people won’t want to ‘look bad’ in front of others and a public call-out will make them uncomfortable enough to switch gears.
Over time, this tactic can actually help them with their own self-awareness.
5. Nip it in the bud: stage an intervention
This approach takes a great deal of courage and I recommend doing this with support. Book a face-to-face meeting with the difficult person and address their behaviour head-on when you are cool-headed.
Be sure to have several specific examples at the ready. Make sure your discussion is done in a way to help them understand the affect they have on others. Conduct this meeting in private; clarify what the issue is as factually as possible and set out a plan to fix the problem offering support and guidance.
Let them know how these behaviours are making you or your team feel. Use ‘I’ or ‘I feel’ messages. For instance, “I feel embarrassed when I’m called out in a meeting in front of others”, or, “I feel disrespected when I am constantly interrupted in meetings”.
‘I feel’ messages usually resonate better because the other person is not put on the defensive–no one can deny your own feelings. If you have internal HR support, they can assist you in this discussion. If not, then consider bringing in external support to help you plan this discussion and to be present during the meeting.
Don’t let nasty people ruin your work experience. Approach them as though they have a problem and don’t let it be your problem anymore.
Typically they have developed this behaviour over many years but no one has called them on it. It is possible for them to change, but it takes work on their behalf as well as yours.
Most great companies have formal policies to reinforce values for treating people with respect. This is great for employees, but what about you as a leader?
Check out our additional posts that deal with bad behaviour like bullying at work:
- 6 Strategies for Dealing with Difficult People
- Difficult People or Competitive Edge - The Constant Critic
- Difficult People orCompetitive Edge - Take No Prisoners
If you’re dealing with colleagues or team members who are disrespectful to you, I’m here to help. I can arm you with proven practices to help you manage through the tough stuff. Send me an email or give me a call today, I offer a 30 minute free consultation!
I can’t tell you how many times I’ve been asked, “should I promote from within or hire externally?” And while I wish there was a quick way to answer this question, there simply isn’t.
When this conflicting decision arises, there are several factors I look at, and recommend my clients consider, to help decide and prepare accordingly.
For the most part, hiring from within is seen as a very positive practice. However, if you promote the wrong person, missing the right skills and attitude, you will have upheaval as a result.
Likewise, introducing an external hire into the team can bring forth new ideas, fresh thinking and objective perspective. But if the rationale for going external is not understood by the team, and people feel overlooked the person can be rejected pretty quickly–particularly in a tight knit group with an aversion to change.
Either way, hiring the wrong fit for the role or the team may lead to:
Taking time to consider the right type of people you need, who fit your environment, share the same values as the team and have the right skill set, is the key to determining whether to promote from within or hire externally.
To prevent bad feelings, it is very important to consider internal staff first in your selection process before going outside of the business.
To help you learn from other’s experience, I’ve highlighted some scenarios that underscore the pitfalls of in-house promotion vs. external hire.
Scenario #1 – Internal Hire
Meet Tony Saildude. Tony was a National Sales Director in an ever-changing, fast-paced company that was trying to acquire market share in a highly competitive industry. After his Sales Manager, Joyce Leadcraft left the company to stay at home with her 4 young children, Tony suddenly had an opening in their small business sales division.
Over several years, Joyce built the team from the ground up and was always there to ensure deals made it through in a timely manner. She continuously answered policy and process questions and effectively stickhandled internal conflict with both Marketing and Operations.
Acting quickly, Tony decided to select his best salesperson, Ron Sharp, for the role. Ron was well liked by the team and senior leadership, always upbeat, a great relationship builder and had been in his role for 4 years, frequently attaining the pinnacle of CEO Sales Club annually.
Ron was delighted with the promotion. He received a handsome increase, a parking spot and the coveted ‘inside office’. But shortly after he was promoted, the complaints began rolling up to Tony from the team.
Ron wasn’t available like Joyce had been and he didn’t take the time to solve internal issues. He usually took long lunches or breaks and frequently was seen socializing with people in Marketing. Ron was also bossy to the team, barking out deadlines and often raised his voice before closing himself in his office. And when they had internal issues with other groups, he would say things like “suck it up buttercup” leaving them frustrated and resentful.
Ron’s greatest strength had always been building rapport with customers, but in his new role, he was stuck in the office all day, forced to stick-handle a myriad of questions and expected to answer to Tony–it was not a good fit for Ron.
What Tony really needed was someone who could run interference internally, communicate clear direction, hold others accountable and also be readily available to resolve issues. These were skills and strengths Ron just did not have.
The Learning: Questions When Promoting Internally
Scenario #2 – External Hire
Meet Mary Newhere. Mary was the new Senior Vice President, Human Resources for a financial services company. The department was built on a foundation of promotions from within the company, so much so that many of the existing HR department did not have HR experience, which was why they hired Mary.
Seeing that the business was about to go through quite a bit of change, Mary wanted to hire a successor who could navigate the impending transformation, so she decided to hire externally. She hired Laura Right.
Laura had a 25+year HR career from different industries and was highly recommended through Mary’s network. Soon after she joined, Laura realized how tight the current team was and while they really liked her, she found that they rejected any new ideas or suggestions, even though Mary was always supportive.
Two months after Laura was hired, Mary was moved to another position and Laura’s new boss became Lester Oldschool–a financial services ‘lifer’ who navigated several departments over his 30 years and was a sceptic about new ideas that may impact the culture.
Laura’s peers adored Lester, complaining to him that Laura was hired too quickly and that none of them were even considered for the role. They weren’t happy that she wanted to make change to ‘tried and true’ practices.
It wasn’t long before Laura became discouraged and frustrated. She had no other sponsor or support once Mary left. Although her business clients thought she was refreshing, she was unable to affect change in HR and constantly faced a battle.
Laura left before her 2-year anniversary after being snapped up by another company.
The Learning: Questions When Hiring Externally
Trying to decide between promoting internally versus hiring externally can be a challenge. To avoid creating an unhappy environment, remember to consider your internal staff first, measuring them appropriately against the requirements of the role, before going outside of the business.
Hiring the right person and ensuring that they’re successful in their role requires careful consideration and planning. If you need assistance or guidance in this area, contact us to help you assess your environment and needs.
Dots Leadership Solutions also offer pre-screening or second interview support, custom recruitment frameworks and custom tool kits to assist leaders in making the right hiring decision.
Welcome to Part 3 of our series, Building a Kick-Ass Team From the Ground Up. So far we covered the initial two foundational phases of building a kick-ass team: The Start Up Phase and Building the Team Identity. Now, it’s time to talk about everyone’s favourite topic – conflict!
So you have a solid team that’s working together. They know what they need to do and they have a good sense of how to do it.
Perfect! Or is it?
This is the time where bumps in the road to success are most likely to appear.
Think of team building like first starting to ride a bike without training wheels. Once you’re up and first rolling along, you may begin to wobble. Careful you don't overcorrect in an attempt to save yourself or you’re going to fall flat on your face…
Here’s how to handle your team’s wobbly period the right way:
Right now is the single most important time for you as a leader to really be present! Since this is when your team is actually settling in, the dynamics of different people sets off a whole chain of events and awkward reactions. Make sure you’re easily accessible and frequently visible so you can address concerns immediately.
Kick-Ass Team Tip - MBWA:
Ever heard of MBWA? Management By Walking Around is a great success habit for any leader. An unstructured random walk around to check in with your team demonstrates interest; it’s a deliberate strategy to get to know your people and will give you a chance to redirect and course-correct as friction develops.
As different personalities emerge, conflict and power struggles will surely arise. This period is when you’ll hear the most resistance from your people and a lot of questioning about why and how you and/or the company are doing things.
In addition, polarization or splinter groups can occur as your people start to choose who they like and who they don’t. In worst-case scenarios, you may even encounter open and vocal power struggles, which can be very difficult to manage.
Manage through this challenging phase using these T.E.A.M. strategies…
1. Talk it Out
We always filter what we hear based on our own personal vantage point, coloured by previous experiences and jaded by our own distinct behavioural style. During this phase of your team building process you may notice your team divides as some disagree with approaches or just need to be heard before they ‘buy in’.
Before a team can really work well together, you may have to help them work through their differences, and the best way to do that is by talking it out.
Bring the team together to discuss issues that seem to cause confusion or frustration. You’ll need to actively listen, hear out the root issues vs. just the conflict then facilitate the solution. In some cases you may have to veto the dissent. If so, bring the team back to the norms discussed in Part Two. The more you can reinforce HOW the team should deal with issues together, the better.
2. Eat Together
This may seem like an odd strategy for building a team, but I assure you, the more often you eat together, the higher the camaraderie and engagement!
The concept of ‘breaking bread’ may have a spiritual connotation to some, but the truth is, when you eat with a group of people, it creates an environment of meaningful social interaction.
Eating together improves connectedness at a basic human level, and as such, people’s ego’s leave the room. Everyone opens up and gets to know each other on an even playing field.
Consider these inexpensive ideas for eating together as a team:
There isn’t a human alive who doesn’t want to be appreciated. Being valued helps us reinforce our own sense of personal self worth.
When someone has noticed you, or you’ve been acknowledged for your work, you’ll feel well respected and more important. AND, as a result, you’ll want stay part of such as kick ass team!
According to Gallup Research, “The best managers promote a recognition-rich environment, with praise coming from every direction and everyone aware of how others like to receive appreciation. This type of employee feedback should be frequent -- Gallup recommends every seven days -- and timely to ensure that the employee knows the significance of the recent achievement and to reinforce company values.”
Kick Ass Team Tip - Appreciation
During this somewhat stress-filled period, you’ll likely be pulled in many directions – you’re going to be a very popular person! In order to provide the comfort and assurance your team are looking for, it’s important to host regular check-in meetings.
There’s also another reason why regularly scheduled (and attended!) meetings will pay off. Believe it or not, it’s one of the key ingredients in developing THE single most important factor of a kick ass team – trust.
Your team wants to, and needs to, hear from you…often. Don’t assume they are fine to just get to work – right now is when your team needs your connection and oversight the most. Through this phase you’ll want to set more touch points than usual so you can manage expectations, head off issues and communicate progress or changes.
Kick Ass Team Tip - Meeting Etiquette:
Ideal Meetings for Kick Ass Teams (Yes all of these during team formation!)
The Bust Through Barriers phase of team formation can be a very draining time for you as a leader. You may be called upon to referee and manage conflict and be pulled in multiple directions. It is a vital time for your team and can be a make it or break it period in the dynamics of your team. Give Dots Leadership Solutions a call if you need help, we can do individual behavioural assessments, facilitate meetings or work through conflict and coach you through difficult conversations.
We want to hear from you - comment below about your own experience going through this conflict filled phase about how you busted through the barriers?
Lookout for the next chapter in the series - Building a Kick-Ass Team From the Ground Up – Part 4 – Kum Ba YES! This is the phase when team identity really comes through, everyone understands why they are on the team, there are established rules and processes and the team culture really begins to come to life. Now your role as the leader takes on a slightly different course of action.
One of the most frustrating and time-consuming aspects of every manager’s role is dealing with a difficult person on their team. But getting good at managing the most challenging employee can be well worth the time and effort invested, even if it doesn’t seem it at the time. Not only will you demonstrate top-notch leadership skills to ‘the powers that be’, but you’ll also be role modelling for those you are developing to be a leader – which looks great on you!
There are all kinds of difficult people to manage or to work with: the know-it-all’s, passive-aggressive’s, quiet sulker’s, loud mouths, pity partier’s etc. And while you can develop specific strategies for managing each type, I have found there are a few general approaches for dealing with ANY difficult person that are often successful:
1. Understand Your Own Type
I know what you’re thinking…’Hey, I’m not the one who is difficult, so why start with me?’ Well, that is because when you understand yourself, you can better strategize how to flex your style to effectively communicate with others. It also helps you recognize why some people drive you to the brink and press your buttons more than others. There are many assessment tools that can be used to develop a greater understanding of your own personality type and how you affect others. DISC, Kolbe and Myers Briggs are quite common and a good place to start; it doesn’t matter which tool you use as long as you do the homework on self-discovery.
2. Understand Each Of Your Team Member’s Type
Unsurprisingly, I also recommend understanding the personality type of each of your team – not just the difficult one! Teams are like living organisms; they have reliance and dependency on one other. People get along much better when they learn to appreciate the nuances and differences of each other. Personality assessments provide a non-threatening, consistent language that facilitates the breaking down of communication barriers.
3. Be CANDID!
This is not for the faint of heart. Being clear and candid with a difficult person is not easy for most people, yet it is the single most important first step in managing the situation. Regardless of the different types of ‘difficult people’, when you can articulate the issue head on, you’ll make better progress. Help them to understand how their behaviour is impacting the office, the team or any key stakeholders. Good ol’ Dr. Phil says, "You can't change what you don't acknowledge", and that holds true here too. You have to call out what the problem is, particularly when it is causing trouble with others. The way to do this is by clarifying the effect the person’s behaviour is having on others without judgement and blame.
A great reference for how to frame these conversations is a book called Crucial Confrontations. Just as the title implies, confronting is crucial! Regardless of how awkward the situation, when you deal with it with compassion and the right intentions, you can work with the person to find solutions.
4. Look For An Underlying Issue
I’m not saying you should give them an excuse for their ‘difficult-ness’, but you may find that something may be at the root of their behaviour issues and knowing this will give you a clue for how to manage it.
I once worked with a man who, when heard on the phone with his wife, was clearly in a dictatorial relationship – he was a doormat at home, but a tyrant at the office! Once we realized that he had a need to feel in control because he had zero control outside of work, we were able to adapt how we dealt with issues to give him some measure of power within his work. Very quickly, he stopped battling everyone else.
Simply put, if you can spot the underlying issue, you can adapt your response. It takes a little thoughtfulness, but it absolutely works.
5. Tap Into Empathy
Sometimes you have to walk in someone else’s shoes to understand where they are coming from. Try to put yourself in their situation to understand their point of view before jumping to conclusions. Did you know CCL research shows that, “Managers who show more empathy toward direct reports are viewed as better performers in their job by their bosses.”
In today’s social media rich world we are terribly quick to label a difficult person and criticize before taking time to understand who they are and how they view life. In the workplace, it is a big win when you can find the bridge into their way of thinking – you can then help by making a connection and break down the issues.
6. Accept 100% Responsibility For Your Response
I often say, no one can make you FEEL anything – how you choose to respond to any tough situation is all up to you. The fact that someone is driving you crazy is a direct reflection of how you are responding to somebody else’s ways. This is completely within your control. This is a tremendously liberating concept when you realize you have the ability to control your response. Brian Tracy - Free Your Mind: How You Are Responsible offers a great snapshot for just how to accomplish this!
When it gets really tough dealing with a difficult person and you are about ready to give up or you’ve been trying to follow HR guidance and still not getting at the heart of the matter, give Dots Leadership Solutions a call – we have a kit bag of approaches that have worked very effectively. We also have some great assessment tools and can be available to plan for or facilitate discussions if you need an objective third party!
Image from Pixabay CC0
Ever wonder how your company’s President or senior decision makers decide on who to promote? Well, I’m going to reveal it to you today.
...It doesn’t have anything to do with how many additional hours you put in.
...It has no relation to how many lunch breaks you skip.
...And your late night email response rate has absolutely no bearing on the decision.
It’s all about HOW you show up!
You see, senior leaders are listening carefully to those reporting to them and are observing who gets acknowledged most frequently – and yes, HR partners are also providing them with insights regarding HOW people situations have been dealt with. Senior Execs are always on the lookout for future leaders who can make a positive impact.
Of course the unique keys to being promotable may differ slightly from one organization to the next, but there are many elements that senior teams everywhere look at to determine who stands out above the rest.
So, how do you get noticed in a sea of people? Here are a few things you can do to demonstrate YOU are the one to watch:
1. The Buck Stops Here
Can you say accountability three times?!!! The promotion-worthy never shirk responsibility or pass the buck – they jump right out in front, even when they don’t own the root of the issue. If there is a problem, step up and demonstrate ownership. Executives want people they can always count on to resolve issues so they don’t have to.
2. Coach People to Execute
To be seen as a strong promotable resource you want to be able to show that you can help your people stretch to deliver. To do this you need to know your people well and understand their strengths. Give them courage to take on assignments that really play to their strengths and then set expectations for them to deliver results. A great book to raise your game on delivery is Larry Bossidy's Execution: Discipline of Getting Things Done.
3. It’s More Than Performance
Senior executives look for people who are socially dynamic, who can adapt appropriately to different social situations; they have strong capabilities in understanding and perceiving the emotions of others – they are not JUST a high performer! If you’re simply relying on your exceptional performance to get you that promotion, now’s the time to take things to the next level. Focus on cultivating and developing emotional aptitude to guide your thinking and behaviour and then practice managing or adjusting your emotions in the workplace, according to the situation.
To develop and hone your emotional quotient/emotional intelligence, you must focus on the ‘HOW’, not the ‘what’. Watch this video with Daniel Goldman explaining EQ to further develop your own knowledge of emotional intelligence!
4. Purposefully Take Initiative
Always be on the lookout for big hairy problems to take on – and then get tagged to be the one to find the solution! Presidents and senior leaders are just waiting to hear about the great people they have in their team who can put out the fires, stop the chatter of the troops and calm issues with stakeholders.
5. Deal With Tough Stuff
Reorganizations, performance issues, difficult stakeholders, angry staff, ticked off customers – these are the things that make everyone’s corporate life miserable. Most people shy away from conflict and acrimonious bitter disputes, but to stand out you’ll want to get really good at walking towards the nastiness to sort it out. When you are seen as someone who can be tossed the baton and make the pain go away, you are sure to be noticed by the senior team.
6. Lead In The ‘White Space’
On an organizational chart there are lines that join people – that is the hierarchy. Those with highest potential manage all the white space in between – they realize that processes cross boundaries and they ensure the processes they own flow smoothly through the organization. Here is an old article about process thinking - Managing the White Space. worthy of a look. People who lead in the white space are collaborative, curious to understand the impact of their teams work on all other stakeholders, and people who take ownership of their own processes – they activate others to work together. Top executives love to hear about people who calm the discord and noise in the system, turning the complicated into something simple.
7. Excel In The Grey
All companies, big and small, have some level of ambiguity. Those who can lead people through turbulent times and excel in spite of having all of the details are rock stars. Senior leaders gravitate to promoting those who don’t have to have all the answers before moving forward.
If you’re keen to be noticed and would value feedback and support from an outside source call us today. Dots Leadership Solutions offers customized offerings that can help you tap into your own potential and help guide you to that sought after role!
Elaine Adamson is a leadership consultant with Dots Leadership Solutions Inc. A natural dot connector. Passionate about coaching team effectiveness and leadership development she shares over 25+ years of real-life tips and tricks that really work!
Elaine believes you can discover and leverage strengths to forge a strong team dynamic despite business challenges or organizational change.