Adjusting Your Management Style for Difficult People

Five types of trouble employees, and how to bring out the best in them

CareerBuilder

By Robert Half



Anyone who's been a supervisor for long knows that it's no easy task
overseeing a diverse team of professionals. Even if you've hired well,
you're faced with unique personalities that require you to apply varied
management styles.



The big challenge is how to deal with difficult people - employees who
otherwise meet job expectations but who also have a tendency to drive
colleagues and supervisors crazy at times.

Here are some individuals common in any department and the management styles that work best with them:

The Wallflower

This employee is an introvert, preferring to work quietly and with
minimal hoopla. You won't see this person pitching new ideas in a staff
meeting or actively socializing at the office's monthly birthday
celebration. In fact, you may not always notice the person is there at
all, diligently completing projects.



The best strategy here is not trying to change The Wallflower but
instead tapping into strengths. Rather than being frustrated that the
person never offers ideas in a formal setting, ask for suggestions in
writing or in small groups. Don't rule out this personality type,
either, for leadership roles. Those who are more reserved tend to be
great listeners, organized and thoughtful in their actions, making them
effective at directing teams.



The Know-It-All

This person may be rude, impatient and frustrated that no one else has
the same level of expertise. The Know-It-All may be one of the most
challenging of difficult people because this employee always believes he
or she is correct.



A firm management style is needed. Since this person will dominate staff
meetings if given free reign, you need to step in and make sure others
are allowed a chance to voice opinions or ideas. Also consider sending
the Know-It-All to soft skills training and development to help refine interpersonal communication skills.



If the individual really does "know it all," think about whether he or
she would make a good trainer. That way, the person's knowledge can be
transferred to other employees.



The Panic Attack

When you think of this staff member, the phrase "grace under pressure"
is the last thing that comes to mind. The person is fully capable of
getting the job done and has a track record of meeting deadlines, but
just the thought of that big project makes the individual nervous. Even
you start to feel anxious being around The Panic Attack.



This personality type thrives on structure and predictability. The more
organized you are, the less likely the employee will freak out at the
onset of a new initiative. Providing a list of key steps to an
assignment and citing all of the resources available to support the
efforts can be calming. It can also be helpful to check in periodically
on progress and provide feedback with reassurance all is on track.



The Laid-Back Pro

The opposite of The Panic Attack is The Laid-Back Pro. This person may
be competent, but he or she often leaves others worried whether the job
will get done on time. Can that lackadaisical employee really be
committed to quality work?



The management style that's ideal in this case is a direct, but casual,
one. Assuming the individual is meeting expectations and following
company rules, resist the temptation to micromanage. Motivate through
trust by giving clear instruction and then handing over authority. The
Laid-Back Pro flourishes when given the freedom to tackle projects
creatively.



The Competitor

Seemingly unimportant issues are big ones to The Competitor. This person
views everything as a contest and sometimes steps on toes just to
"win."



The solution to toning down the behavior? Give the person more work. The
Competitor can't worry about games if there's a full plate of projects
to tackle. Also consider ways you can use the competitive mind-set as an
asset to your team. For example, you might charge this employee with
the task of negotiating pricing with new vendors.

Dealing with difficult people is unfortunately part of leadership. In
more extreme situations, you may need to have serious discussions about
performance expectations and attitude. Think about whether the benefits
outweigh the drawbacks of having certain people on board. Most of the
time, though, you should find that the right management style helps you
get more out of the most challenging individuals.