Dealing with Difficult Behavior

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For most managers, ‘people issues’ consume the largest portion of time and effort.  No employee is more time consuming than one exhibiting difficult behaviour.  For this reason, building skills to cope with difficult people has an immediate and measureable return.

Everyone displays difficult behaviour at one time or another.  People often engage in difficult behavior because such action has worked for them in the past.  There are very specific techniques that managers can use to address difficult behaviour.  Some specific behaviours require certain responses, but for all difficult behaviours:

  • Focus on the specific behaviour, not the person or personalities
  • Identify the type of behaviour, and strategize a response before reacting
  • Attempt to understand the root cause of the behavior
  • Avoid public showdowns
  • Determine if the conversation can continue at that time, and postpone it if emotions are running high
  • Be aware of the impact of the behavior is having on you
  • Don’t make excuses for the person
  • Choose to do something about the behavior

Not all the Turtles make it to the Sea

In some cases a difficult person will not respond to reasonable attempts to assist them in correcting their behavior, and organizational health can be at stake.  In such a case, high integrity leaders must make the unpleasant choice to part company with that person.


Get the Complete ‘Dealing with Difficult Employees’ Topic Bundle

Get the Dealing with Difficult Employees files here

The Dealing with Difficult Employees topic bundle includes:

  • Dealing with Difficult Employees Cheat Sheet (pdf)
  • Dealing with Difficult Employees Booklet (pdf) containing:
    • In-Depth Topic Overview
    • How to Deal with People Who Love to ARGUE
    • How to Deal with People Who Feel Unreasonably ENTITLED
    • How to Deal with People Who Think They KNOW IT ALL
    • How to Deal with Chronic PESSIMISTS or BLAMERS
    • How to Deal with People Who DON’T WANT TO WORK
    • How to Deal with the UNMOTIVATED
    • How to Deal with a BULLY
    • How to Deal with People Who ALWAYS ARGUE and people Who Can NEVER MAKE A DECISION
    • Recommended Resources – where to find out even more about Dealing with Difficult Employees
  • Dealing with Difficult Employees Podcast (mp3)
  • Dealing with Difficult Employees Podcast slides (Powerpoint)
Get instant access to the complete ‘Dealing With Difficult Employees’ Topic Bundle

The Roadrunner Story

Beep-Beep

There is much to be learned from cartoons – they often reflect or satirize our society in very clever ways. 

Jed spent over 15 years with a Fortune 100 company in positions in Sales, Operations and Human Resources.  During that time, he learned first hand how world-class organizations manage their businesses and lead their people.  I also spent over 10 years working with a large multi-national, before transitioning to Management Consulting about 15 years ago.  Throughout both these careers I have learned from what companies do well, and often what they don’t do well.

So… what does working with and advising companies have to do with Wile E. Coyote and the Road Runner?

Jed and I were chatting about one of our client organizations one day when one of us made the comment that it seemed as though many of the leaders we were coaching were constantly fighting a seemingly futile battle, and were actually making things harder for themselves.  “It’s like the Coyote, finding increasingly complicated and convoluted ways to try to catch the Road Runner”.

We pursued the metaphor further and wondered about what kind of arrangement Wile E. Coyote has with ACME Inc.  He apparently has an unlimited account with which to purchase rocket launchers, catapults, explosives and all the various accessories.  It would seem that ACME carries everything a Coyote could ever want.  Then we asked if ACME might carry Canned Road Runner.   Even with a healthy respect for “love of the hunt”, surely the Coyote should have settled for canned roadrunner by now. 

The people who run modern organizations are not so different from the Coyote.   I have worked in grocery stores and nuclear power plants, and the businesses are conceptually very easy.  Layers of managers, and well intentioned others then set out to diffuse energy away from the core business drivers and to a litany of “flavor of the month” projects and initiatives that no human could ever keep straight.

This happens to smart and hard-working leaders that are trying to do their best to satisfy all the various stakeholders they work with.  Often times external consultants and Human Resource professionals make it that much more difficult by adding more dimensions to a manager’s workday.  What modern organizational leaders need to do is to put down the proverbial rocket launcher, and move one aisle over at the ACME store, and buy some canned roadrunner.

What Jed and I want to offer here is a number of cans of different types of roadrunner to suite your taste.  Different businesses have different issues at different times in their life cycles, but there are many similarities.  Likewise, managers in different parts of the same business may have different requirements that cannot be met by the normal approach to organizational development.

Each “can” that we offer gives easy to understand and actionable advice for whatever concerns leaders most.  In a few minutes you can understand core concepts and tools, and put them to work right away in your business.  There are easy to understand explanations that are augmented by podcasts for each specific topic area.  Each “can” contains examples, checklists, evaluations and sometimes case studies to make a manager competent in the subject area quickly.

For leaders that want more detailed information than what we provide, there is a resources section for each topic area that will direct you to some books, articles or other resources that Jed and I have found useful during our careers.

We don’t claim to have all the answers to every one of your problems, but many of the most common managerial challenges that we’ve come across are addressed here.

Don’t be the Coyote…be a Wily Manager.

Book Review: ‘How the Mighty Fall’, by Jim Collins

How the Mighty Fall

Why we like this book:

Jim Collins always writes his books based on quality research as opposed to the cheerleading that we see in many management books. He also has a very conversational tone, which makes it very easy to read and retain his key ideas. How the Mighty Fall is not a book about the Global Financial Collapse, although its timing was almost perfect, and the lessons to be learned from the book and the research certainly may have helped some of the organizations. Probably those who need to read this book most are those that are running companies (or departments within companies) that are doing particularly well. As Collins points out, organizations that convince themselves they are doing very well often self-delude themselves into ignoring blind spots that become all too evident after the fact.

We think this is an easy, informative read, and worth the time to do so. What about you – what do you think?

Jed & Bob

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How to Build a Communication Plan

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You should never hesitate to initiate a communication plan even if you are a lower-level manager.  Think about it – if your organization is undergoing a significant change but has not communicated it well, you can still create a communication plan for your direct reports so that they have a better idea of what is going on.

The techniques of effective communication are not difficult, but require discipline to execute.  A written communication plan will assist in establishing and maintaining the required discipline.  In some cases, a communications plan can be written on one sheet of paper.  In other circumstances, the plan may be significantly longer.

This topic bundle is intended to assist managers when they have a specific event or decision to communicate.  Ongoing communication between organizations and employees is better covered in the Communicating for Results Cheat Sheet (coming soon).

Elements of a Good Communication Plan:

  1. Guiding Principles – What are the parameters under which this communication will take place?
  2. Context – What events or conditions staged the necessity for this communication?  What definitions and terms of reference are there?
  3. Purpose or Objectives – What is the communication intended to achieve?
  4. Risk Analysis – What could go wrong with this communication?  What happens if you don’t do it?
  5. Stakeholders Analysis – Who are all concerned parties, and what is the importance of each of them?
  6. Targeting – How will you most effectively reach each stakeholder?
  7. Media – What is the most effective method of communication for each stakeholder?
  8. Budget – What budgetary and other resources will be required to effectively roll out the message?
  9. Assessment – How will you know if the communicationsplan has been successful?

Tips to build an effective communication plan:

  • Consider an effective communication campaign to be very similar to a marketing initiative.
  • Use electronic media such as email and website.  These are usually inexpensive, and can be highly effective
  • Always target your audience properly, and remember that the same message can be communicated differently to different target groups
  • Only ask people for their opinions or feedback if you are prepared to consider their input
  • Prepare an ‘elevator speech’ for what you are communicating.  Be prepared to condense your message into small, easy to understand segments
  • When soliciting feedback or two-way communication, ensure there is media available to support this.  It is not enough to say, “We’d like to hear from you”; there must be infrastructure in place to gather opinions
  • Be very clear on exactly what action, or change in behaviors the communication is intended to address

Get the Complete ‘How to Build a Communication Plan’ Topic Bundle

Get the How to Build a Communication Plan files here

The How to Build a Communication Plan topic bundle includes:

  • How to Build a Communication Plan Cheat Sheet (pdf)
  • How to Build a Communication Plan Booklet (pdf) containing:
    • In-Depth Topic Overview
    • When to Create a Communication Plan
    • 9 Critical Elements of a Communication Plan
    • Communication Plan Template
    • Example of a Communication Plan for an Organizational Change
    • Media Decision Worksheet
    • Recommended Resources – where to find out even more about How to Build a Communication Plan
  • Easy-print versions of the tools contained in the How to Build a Communication Plan Booklet (pdf)
  • How to Build a Communication Plan Podcast (mp3)
  • How to Build a Communication Plan Podcast Slides (Powerpoint)
Get instant access to the complete ‘How to Build a Communication Plan’ Topic Bundle

 

Change Management: A Cheat Sheet

Coming Soon!