Managers deal with a wide range of personalities. Most people are cooperative and reasonable. However, some employees are very difficult to be around and work with.

Three types of difficult people are:

A. AGGRESSOR :- Aggressive people are demanding and loud. They don't listen and they talk over people. Their view of the world is only to "WIN". Aggressive people make rude comments, followed by biting sarcasm.

When dealing with aggressive people, start by letting them vent. They often are angry and need to blow off steam. Use active listening skills to understand their views. Aggressive people are often tolerated because they do get things done. They dominate the conversation, also cause tension and upset people. Aggressive people need to realize that their opinions are valid and valued, but other people have equally valid ideas.

B. VICTIM:- The issue with victims is that they believe they cannot get the whole task completed, because inevitably something will be outside their control.They whine, moan, blame others for their problems and come across as timid and helpless.Victims are depressing to be around. They feel sorry for themselves and blow problems out of proportion. They waste a lot of time and don't take any responsibility for making changes.

When dealing with "victims" take time to listen to their complaints. Facilitate a discussion to help them choose an appropriate course of action to solve the problem. Victims need to realize they are not helpless. Victims have strong psychological needs for attention and recognition. Recognize them for taking responsibility and achieving success, not for winning.

C. RESCUER:- Rescuers are very good at recognizing when other people need help. Their major need is to be liked and appreciated.

When dealing with rescuers it's important to hold them accountable to performing all of their job responsibilities. If they have excess capacity the manager should assign them bigger bricks to carry.

Interrelationships

Aggressive people sometimes create victims. Victims are easy prey for the bully. Victims don't get the job done but always have excuses. Rescuers jump in to save the victim. Everyone Wins! This cycle can go round and round, each playing his/her role and in effect supporting the behavior of the other two.

Dealing with difficult people is a challenge. However it's possible to help them be more productive and effective in doing their job.

- Sandeep Deo