What are the three best ways to handle difficult people? Do you react to difficult people or do you “respond” to them?
Recently I was at work when an angry contractor walked in dressed up as Darth Vader or the Grim Reaper, take your pick, demanding money for a job! I calmly looked him in the eye, listened to him vent, and waited patiently for him to wind down.
After he finished speaking, “I asked him for a signed invoice and purchase order, with the start date of the job agreed to by our General Manager (GM) and a final completion date (month, date, and year) signed by our GM that the job was completed satisfactorily. Include the before and after pictures of the job. Also I informed him that checks are paid in our accounting office every two weeks on Friday. This is our business’s policy”!
The contractor said, “I don’t have any of these documents and I want my money now!”
I replied calmly once again, “Bring in the necessary documents signed and dated by our GM with pictures and I will be happy to pay you for your work. Checks to contractors are paid in our accounting office every two weeks on Friday! This is our business’s policy”!
A few days later on a Friday the contractor brought in the necessary papers dated and signed by our GM with the necessary pictures. I said, “Your check will be ready for you next Friday.”
What are the 3 best ways to handle difficult people?
1) Look them in the eye, and listen carefully as they vent. Do not interrupt or argue with them just listen until they wind down! By remaining calm you neutralize the difficult person and disarm them!
2) When they have finished speaking do not judge or accuse them.
Develop a solution with the steps for solving the problem. If the problem concerns an angry contractor, present your business’s policy.
After the difficult person or contractor leaves, write down the entire conversation you had with him or her and the time and date, (month, day, and year), with your solution to the problem, and put it in your file for your records!
At our business, our policy is to have a signed invoice and purchase order, with the start date of the job agreed to by our GM and a final completion date signed by our GM that the job was completed satisfactorily. We tell our contractors and venders when checks are paid in our accounting office!
What is your business’s policy for your contractors or vendors to be paid?
3) If the contractor is verbally abusive and tries to bully you walk away! You are no ones doormat!
Remember to respond to difficult people do not react to them!
Madeline Frank, Ph.D., DTM, helps businesses and organizations “Tune Up their Businesses”. Her innovative observations show you the blue prints necessary to improve and keep your business successful. She writes a monthly newsletter “Madeline’s Monthly article & Musical Tips Blog” and a monthly radio show “Madeline’s One Minute Musical Radio Show”. Her book “Leadership On A Shoestring Budget” is available on Amazon or Kindle. She is also an Amazon.com Best Selling Author, John Maxwell Team Member, Certified World Class Speaking Coach, sought after speaker, business owner, teacher, researcher, and concert artist.
Contact Madeline Frank for your next speaking engagement at firstname.lastname@example.org