Like it or not, we all have to deal with difficult people at work (and elsewhere). So we better learn how!
Here are 5 golden rules to follow:
- Use an objective language: once a person understand the problem objectively, he or she can find the solution.
- Use examples and try to be specific. Be clear about names, dates and facts. Being accurate can foster trust, motivate and enhance the good will of your listener.
- Choose your weapons and your battles wisely. In other words, all form of messages are not equal. Choose where you are meeting someone, think about your body language and what impression you want to give. If you write an email remember the first few words are critical and will set a tone for the rest, don’t be overly formal and use bullets or numbers if you have to address many points.
- Vision. When talking a difficult person to task, conjure a vision of how the perfect situation would look like.
- Track it. Keep records and audit your communications. It is easy to misunderstand a verbal communication, but you can’t get it wrong when it is written in an email or a formal communication.
Obviously my first advice would have been to try to break the barriers, understand other’s perspective and build a proper professional relationship, however in some cases this just doesn’t happen and you have to live with it.
