Problem people frequently create turmoil and dissension in the work group. Being able to stand aside from strong emotions and think logically and creatively is a most critical skill, but one which will require preparation and practice. Let’s look at a series of steps which you might try to sort out a problem with a person at your workplace.
1 Treat the person with respect
Just as it often takes two people to make a problem, frequently requires participation of the same two to reach mutually agreeable solution. Threat and intimidation can hinder problem solving, so be certain to approach the person with sort out a very sticky and difficult work problem by approaching the other party firmly and positively. Jennifer’s opening words were particularly impressive: ‘There seems to be a spot of bother in this matter and I’m calling to ask for your assistance in sorting out the problem.’ By asking for the other person’s help and assistance, there was little or no threat and a mutually agreeable solution was readily negotiated.
2 Arrange a time to discuss the problem
Many problems might be dealt with on the spot, but when considerable discussion and debate are needed, it is best to arrange another meeting so that neither party is constrained by time. There is also the factor of providing confidential conditions so that the discussion is not hampered by the presence of other interested parties.
3 Prepare for the meeting
Many people overlook the critical step of preparing for problem solving discussions because they assume they either have the answers in their head or trust that the answers will come at the appointed time. Good solutions to sticky problems can be difficult to produce and it is best not to gamble on magic or flashes of brilliance on the day.
Start a file on the problem and spend several minutes at different times of the day thinking about the problem and possible solutions. Jot down the pros and cons of each idea. Review your early thoughts and discuss them with a trusted colleague while respecting the confidence of the person with whom you will be meeting. Keep adding more thoughts to the file and don’t be too worried about quality—it’s quantity of ideas that you want at this stage.
Before the meeting, go through the file and try to organise your ideas into some overall plan or solution. Make some brief notes about points you want to raise during the discussion. The essence is to walk into that meeting with confidence in your preparation and yourself. Have your mind primed with some fruitful suggestions which can act as a starting point for the discussion.
4 Be positive and reinforcing during the discussion
In order to reach a favourable and workable outcome, it will be necessary to keep the discussion on a positive bearing. Be positive and reinforcing in response to good suggestions from the other person. Something like, ‘Yes, that’s a most interesting idea, but I would prefer to see it more like this . ..’ can maintain a supportive atmosphere during your discussion.
For meetings with people who cause anger, resentment or equally strong emotions, you will need to prepare more thoroughly.
Having sorted out your thoughts and ideas, it will be helpful to spend a few minutes just prior to the meeting relaxing yourself and getting a firm control on your emotions.
5 Follow up the decisions you reach at your meeting
As people tend to resist change, it is necessary that decisions involving substantial change be followed up in a positive fashion. Note in your diary the date at which you would like to monitor progress or reconsider the matter. Meeting with the person at that time and asking how the new approach is working out is a good practice and often results in effective people management.
Thus, working towards mutually agreeable solutions with problem people at work is a task requiring co-operation from both parties. Problem solving discussions should be characterised by respect, foreplanning and positivism. Following the meeting, the solution should be monitored to ensure that the old problem has not slowly re-emerged.
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Posted by: arlene
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