Posted on June 15, 2006
Filed Under Workplace Issues | Leave a Comment
As employees, we sometimes have the feeling that someone is actually watching the number of breaks we take or the time we spend on lunches. Running the office gauntlet without someone wanting to stab you in the back with a pencil is not an easy thing to do. Welcome to office politics.
Office politics (or politicking) is often ingrained in the fabric of an organization so they can’t easily be changed. Most people believe that politicking exists in organizations because of culture and the types of people who work there. The irony is neither of these is easily changed, and if these small perceptions are left as is they may lead to bigger and serious issues. So how does one deal with these resentful co-workers? The answers lie in how we can play the game, the game of politicking.
Here are some suggestions on how we can be part of the game or be good at it.
- Understand the rules of the game: As with any game, a playbook is required to be good at it. As a rookie entering the field, the best way to learn is to watch. Establish alliances, for mutual advantages, with key people. Ask them on how to handle these issues. When you are ready for the game, play the one being played and not the one you want or think. Focus on a tie game, where everyone wins. Always keep the employer’s perspective in mind. Remember that nothing remains a secret, when you play the game.
- Play Nice: Kindness really works. The next time anyone gives you a bad vibe, kill them with your kindness. Its really easy, if you can swallow the pride and make the first move. An unexpected kindness (from you) can defuse people’s anger and work tensions. So next time if someone at work is being offensive, just smile back at them. Laugh with them, even if they are laughing at you. Maintain a professional attitude at all times.
- Understand the circle of influence: Office politics is about influencing other people to do what you want done. Understand who can influence the decisions that matter most to you. Don’t undermine their authority, when you don’t have to. When their decisions affect you adversely, understand the rationale behind it and point out the negative aspects. Approach a superior, if need be, but don’t blurt or complain. Use tact and diplomacy, always.
- Don’t make a career out of it: Winning in this type of game is like a puric victory. You may feel you have conquered something, but what you may not realize is that someone is affected by your actions. Worse you may be so lost in the game, that you no longer have the drive or time to do your real job. Don’t make enemies or burn bridges. No job requirements seek ability with office politics, at least not explicitly. So play the game when you need to, don’t oversell it.
Politics will always be a part of organizations so long as people are involved. So even if you are uncomfortable with politicking, you have to play it. Its about your survival and existence. You job skills may land you a land but to move within the corporate ladder, you’ve got to have the gift of the gab and a silver tongue. Welcome to office politics.
Technorati Tags: Workplace Issues, Office Politics, Politiking
Posted on June 11, 2006
Filed Under Project Management, Workplace Issues | Leave a Comment
Dealing with difficult clients, whether internal or external, can be a trying experience at best. In the worst-case scenario, difficult clients can put a project at risk. The contention could be due to the client’s history of dissatisfaction with your company, a clash of personalities between you and the client, or other less obvious reasons. Handling clients is not only crucial for the current projects, but for repeatable business.At a birds eye view, suggested ways to deal with clients are:
- Listen carefully to the client, even if it is all criticism. Question the customer so as to uncover the reason behind the difficult situation.
- Do not interrupt the client immediately, and often. If the situation turns abusive, politely ask to tone the language. Do not be counter abusive.
- Keep a record of all types of communication - written and voice mails. If any ad hoc conversation took place, and some decisions were made, email a confirmation on what was decided and file it for record keeping.
- See the point of contention from a different perspective, better from the client’s view. A second pair of eyes or ears can always throw more light, when none existed before.
- When interactions get difficult or uncomfortable, remember that the goal is not to win the confrontation but to understand the root cause behind it. Avoid arguments and acknowledge different viewpoints.
- Be encouraging and genuinely helpful. Often people become hostile when they feel frustrated or confused.
- Stay calm. If you can’t stay calm, terminate the call or meeting until you can respond less heatedly.
However, not all human beings are the same. So different types of clients may need different type of handling. Some types of clients, and ways to deal with them are provided below.
- The Negotiator: A common pattern amongst clients is to want lots of extras as part of the project, at no cost to them. Such clients usually are not interested in a long term relationships with vendors, and will use almost any technique to get more delivered. Some may even be rude and blunt. How to respond: Stay cool and ensure the client sticks to the rules. If the client doesn’t, arrange a high-level company representative to occasionally facilitate the liaison process. Negotiators will stop being difficult when they reach the best possible deal.
- The Worrier: Some clients are paranoids, but fundamentally a nice person. These are prone to calling people at weird hours, often every day, asking for detailed analysis of the project. The paranoia may be justified because they usually have more to prove (to their management) and the success of the project may mean a whole lot more to them than you. How to respond: Reassure the client that you’ll apprise him or her of all updates. It is not possible to maintain this level of communication, without being drained out. So gradually delay responding to the calls and e-mails until you can establish the appropriate frequency of communication. That is when worriers typically learn to trust you.
- The Remote Controller: Some clients believe it’s their job to run the project. While some of them may be savvy enough, most are just managers in the client organization who are good at managing people. They turn up on day one with an amateur project plan, assuming that it’s your job to follow it verbatim. How to respond: Ask them five polite questions to which they won’t know the answer in order to help them develop confidence in you.
- The Royal Visitor: This is a seriously difficult individual who is frequently friendly but status-aware. These characters know that they hold enormous corporate-level influence both over the project and possibly over your career. How to respond: Focus on professional delivery, despite the temptation to over deliver or knuckle under.
- The Bee Clones: These are, often, people who are either extremely busy or cant find the time attend the most useful meetings. They often never check project related emails, or read the progress reports. Yet they complain indignantly when they can no longer avoid emergent issues. How to respond: Try to set up some 1-1 time with such stake holders. Its important that they are aware of what is happening in the project. It also gets their attention and proves you’re keen to help.
- The Buck Pushers: There will always be some clients that won’t make a decision, when its theirs to make. If the decision is related to the project, and particularly one that indicates a major change in the direction of the project—don’t make it for them. How to respond: Flag the problem in your reports and work around it as best you can. Always provide a date of resolution, failing which either the project will be stopped or a decision will be made on the clients behalf. Under no circumstance, should you make the decision for the client unless the client has understood the rationale and the consequences.
- The Police: This is the type of client who will pay undue attention to book learning and formal rules. They will hold you to the details of the contract or the project specification, even after you have uncovered a better solution. How to respond: Even if they won’t listen to you, they’re paying for it, so deliver what they want with grace—these are quick to litigate.
Technorati Tags: Workplace Issues, Client Interaction, Client Types, Dealing with Clients
Loading ...