Developing Difficult People

Handling difficult situations (too often mistaken form difficult people)
There are many situations every day that could be described as 'difficult'. This could be:

  • an out of stock of a product being sought by a client
  • wrong room reserved for a regular guest
  • table for four reserved for a group of eight and no more obvious space in the restaurant
  • a member wanting a service that isn't part of the regular membership package
  • a product that hasn't performed and the remedy is cumbersome
  • not enough people rostered for a busy time
  • lack of knowledge about a product or service
  • absenteeism causing a problem delivering a service

And so many more situations - have a think about your own organisation - your own department and make a list of the most common situations.

Many of these situations occur time after time. Often they are seen as endemic to a situation. Far too often the response to a situations is 'it has always been like that' and unfortunately, 'they have been like that for some time' -this is when it becomes the personal emotional.

With the use of some simple tools, these situations can almost always be quite easily remedied - once 'personal judgment' against other people is suspended and attention is given to the situation.

One of the most difficult decisions to make, it seems, is to remove the personal emotional aspect of problem solving as well as the 'it is inevitable' thinking and apply true belief that the identification that a solution is possible - to in fact solve the problem. When addressing the difficult situation it is possible to 'work towards that outside of the influence of any people who are displaying inappropriate behaviour - in other words to exclude them The trick to all of this is to keep the people associated with the process well and truly in the loop and taking responsibility fore the remedy.