A strategy for engaging and dealing with difficult people

This is a guest contribution from Patrick Mayfield, non-executive Director of pearcemayfield.
It will always be a challenge to deal with people we find difficult in our business. This is a significant problem in today’s business world.
In 21st-century business practice, factors such as increased globalization and multiculturalism are commonplace. As virtual working has become more flexible, we have seen the end of traditional working methods.
We must embrace the change that is likely to have been brought on by acquisitions or reorganizations.
These changes can have a huge impact on the smooth running and efficiency of your organization.
It doesn’t have to be difficult to deal with someone who is difficult. Engage with them.
The best way to avoid the worst is to have a plan in place before you face the problem. This will allow you to be more prepared and help you get the best outcome.
No matter how awkward someone may be, you owe them the right to listen to their point-of-view at the beginning of any conflict. This will ensure that you understand their point of view and can then reflect back to them.
You can show empathy by reiterating their position back to them as accurately as you can.
This will be far more effective than giving them a “yes, but” response.
Start Here: Listening
No matter how awkward someone may be, you owe them the right to listen to their point-of-view at the beginning of any conflict and to ensure that you understand and can communicate your understanding to them. You can show empathy by reciting their position to them as accurately as you can. This will be far more effective than giving them a yes, but’ answer.
Make your position clear
It is important to clearly state your position and to also clarify that you are not being taken advantage of with threats or unreasonable behavior.
Be polite and calm. Thank the person for explaining their point and helping you to understand their perspective. If possible, try to resolve any issues together and avoid using the word “but” in your responses.
Find the Best Alternative to a Negotiated Contract
Before you attempt to resolve conflicts of interest, it is important to determine what the non-negotiable parts of your own position are. This will ensure that you are understood by the other person and will also help you to determine your BATNA (Best Alternative To a Negotiated Agreement) position if you cannot reach an agreement.
In a project situation, for example, you might be able to defer to a senior person who can rescenaze the project or, in extreme cases, to stop the project entirely. You will eventually need an alternative solution, even though you may never use it.
What’s in it for me?
We all make decisions based upon what is in our best interests. This is often the main motivator behind our actions. It is therefore important to find out the WIIFM (What’s in it for me) of the person. ).
There are bound to be ‘wins’ if you look at the potential benefits for each party in a particular situation. Both parties can maximize the benefits and minimize the risks by discussing the situation with the difficult stakeholder.