The art of managing stoner nplete work and . harassing colleagues. » Thehyenacan be rude, negative about people, always Categorise the difficult ones then tailor your behaviour Se naar ce to manage them, says Colleen Wedderburn Tate actions. There can be ‘complaints about them, colleagues become tenseand disaffected, and sicknessand absence rates.can rise. There arethree direct management interventions that youcan deploy: » Encourage the person to improve their performance. » Mediate by bringing the aggrieved parties together. » Problem-solveasa tea Difficult peopleare everywhere, but when they are work colleagues we all need to develop skills and behaviours to minimise disruption, Robert Bacal (2000) writes: “You can’t smack themor manage! people and ensure become victim. Aere’s how: Home front Managing yourself, however, isa much more practical approach: » Note and control your Develop key skills » Separate the person from their behaviour. Remain objective and look for patterns of behaviour. > Donotblame the other person forthe problem. Two people makea working relationship your own rolein creating the difficult behaviour. » Avoid being a victim, but don’tavoid dealing with them ‘or reactiin ill-considered ways. ‘own reactions. > Communicate clearly and openly with the difficult person aboutthe problems. » Handle conflict positively and constructively. > Be assertive not aggressive » Be ablerosay no without difficult behaviour feeling guilty. even more difficult. poor performance about which » Bea good negotiator. » Focus ontheeffects of poor they canbe defensive. They may The key isto never ignore behaviour on the work refuse to dogiven work, even difficult behaviourand always environment rather thanon —_ sabotage the work of othersand addressitas early as possible. your subjective feelingsabout reject being managed by anyone. Finally, do notbecome bogged whatishappening. Then act. They canattractundue down in why the person is ‘management time and cause difficult—you are noton The Difficulty personified colleagues stress and frustration. Oprah Winfrey Show. Focus on Peopledonotseelifeasitis—they > Thesnakecan gossipabout or what can bedone,and do seclifeasthey are.So, difficult criticise others’ personal lives or something NS people see others asdifficult engage in inappropriate public because they are. Theycantryto disagreements. This can pollute Colleen Wedderburn Tateis provokea reaction,evenifitwill personal relations and the work benegative. Characterising them environment, and bring the canhelpseparate the person “organisation into disrepute. ctor of CWT Enterprises Reference fromthe behaviour: » Theshark can display similar a inton TeCinieievtdorecue » Thewildeatisoften unseen at characteristics tothe snake but to Deaing sth Difcale Employees work. They may haveahistory of acts subversively ~such as Alpha Books ww iorgidscom 72 january 18 : vol 20 no 19 : 2006 NURSING STANDARD