Tips and Techniques to Manage Difficult People

Posts Tagged ‘Recruitment’

The 1 Thing You’re Looking For in an Employee

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Imagine that you’re a sports coach and you need a new player on the team. Would you walk up to someone in the street and say?

‘I want you to come and play for my team. I’ll train you to become the best player in the country.’

Sounds a bit ridiculous doesn’t it?

What you’d probably do is watch players in other teams. On the other hand, you might decide to find some young player that you could develop for your team. So you’d spend some time looking for players in schools and colleges.

What is it you’re looking for when you’re watching these young people or more established players?  Is it experience of the game or perhaps an all round knowledge of how it should be played or even just a good all round player.

All of these would be good to have, but what you’re really looking for is – talent!

If you’re looking for a goal keeper, then you’re looking for someone with that extra something that keeps the opposition from scoring. If you’re looking for a shooter, or a winger or a quarter back then it’s the same story, you’re looking for talent.

It doesn’t really matter how long they’ve been a player or whether they have a great knowledge of the game – you just need them to produce results.

You’re looking for that gift or flair or capacity to achieve your outcomes. If you’re a business owner or a  manager, then it could be sales or production targets that you’ll be judged on.

It’s no different when you’re picking someone new for your team; you’re looking for talent. And it’s a different talent for every job. It could be:

  • The talent to strip down an engine and rebuild it in record time
  • The talent to make other people feel at ease
  • The talent to produce reports that are clear and easy to read
  • The talent to persuade people to buy your product or service

Be absolutely clear what you need this person to do. Keep in the forefront of your mind, the outcomes you’ll be ultimately judged on.

Use your talent, be happy

It’s important the person you employ is happy in their new job. Think for a moment about something you’re good at, a talent that you have, something you can do better than lots of people. Do you enjoy doing whatever it is, does it make you happy? I’m sure it does.

When people use their talent in their job – what they do best, it makes them happy. It makes the customer happy, it makes the boss happy and it makes the person more productive.

Sad to say it’s not like that out in the world.

The Gallup Organisation did some research by asking millions of employees from countries throughout the world to respond to this statement –

‘At work, I have the opportunity to do what I do best every day.’

The results were staggering; only 30% of employees were able to reply in the affirmative. And it’s extremely unlikely that the remaining 70% will achieve world-class performance.

If you want success in your business and in your team:

Pick people for what they do best, what they have a talent for.


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5 Factors of Successful Recruiting

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If you are a business owner or manager you’ll be very much aware of the need to:20130628-1652591

  • Find new customers
  • Hold onto the ones you have, and stop them buying from your competitors
  • Get them to buy more of your products or services

You obviously can’t do all this on your own so it’s vital to have the best people working for you.

However, many business people seem to believe that they can employ almost anyone and train them or control them to do the job.

Can you imagine a manager or coach of a sports team employing almost anyone for their team – of course not! They’ll always pick the best person to score the points, work well with the team and help win the championship.

Only when you have the best people, can you train and motivate them to achieve the three outcomes at the top of this page.

Know what you’re looking for

The time will come when you need to interview someone to join your business or your existing team. If you work in a large organisation then this could be someone from inside the company. You might even be the owner of a small business and about to start your first employee. Whatever the situation, you’re going to have to make a decision about whether this person is suitable for the job or not.

1. Can they deliver?

This is the number 1 factor of successful recruiting. It is absolutely vital that anyone you employ can deliver the outcomes you need.

These could be more orders, or more happy customers, or fast maintenance turnaround; it’s what you and your team are judged on. You need to be clear in your own mind as to the outcomes you need.

2. Will they fit the culture?

You need to think about whether the person you interview will be happy in your company and your culture. Some people who move from a large company to a much smaller one often find it hard to adjust.

Some years ago I moved from a large international organisation to a small local company. I went into the job with my eyes open and had three successful years. However I often felt frustrated in the smaller company mainly by their culture and the way they went about their business; I was glad when I moved back to a bigger organisation. I just wasn’t a “small company” person.

3. Will they fit with the team?

Will the job applicant fit well with the existing team? Maybe your team are a group of loners who don’t communicate with each other but it’s unlikely. You can’t pick people who are all the same; you don’t want a set of clones in your team. However you need to pick someone who is on the same wave-length as the rest of the team.

Perhaps you could involve a team member at a second interview, they might have a better feel for whether the person would fit or not.

4. Can they fit with your style?

How will the person respond to you, will they be able to work with your style of management.

I’ve had applicants complain about their existing boss – ‘Do you know that he expects me to do such and such.’ And I’ve thought to myself, ‘That’s exactly what I’d be expecting as well.’

You’ve got to have a good connection with this person that you bring into your team. That doesn’t mean to say that you’re going to be best buddies but you’ll need to be able to work together.

Consider if you’re the kind of manager who likes to work closely with your team and regularly check their progress. If so, you’ll need an individual who wants structure and detail and is comfortable with close monitoring.

If on the other hand, you’re the kind of manager who sets outcomes and leaves the team to get on with it without much help from you. Then you’re going to need someone who’s happy to work with minimum supervision.

5. Will they be happy?

Job applicants don’t know what they’re getting into when they start a new job. They might think they know, but how can they when they’ve never worked in your team or your company before. Just as it’s a risk for you when you start someone new, it’s also a risk for them. You’ll never totally eliminate the risk but it’s your job minimise the risk for both you and the applicant.

I’ve seen too many people start a new job and then find that it doesn’t suit them, they don’t like it and they want out. It causes problems for you as the manager; so I suggest you do every thing you can to avoid it.

It’s not easy

Picking people for your team is one of the most challenging and important jobs you’ll ever do. Use every bit of information you can get your hands on, read their resume and study any psychometric test that’s been done. However be as good an interviewer as you can be.

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10 Tips to Pick the Right People

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Pick people:

1. That you want, don’t let anyone else do it.

2. Who will deliver the outcomes you need, not those with a great CV.

3. Who will fit with your team and the organization.

4. Who will respond to your style of leadership.

5. Who have the talent to do the job, not the experience or the qualifications.

6. Who have energy.

7. Who have good rapport building skills, no matter what job they do.

8. Who have courage.

9. Who will be happy in the job.

10. Who are right for the job, not the best of the bunch.


Recruit People Who Think – Six Steps to Success

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When you’re interviewing someone for a job, what do you look for? Perhaps you look for previous experience, technical expertise, a particular level of intelligence and probably many other qualities and characteristics.

Can I also suggest that you pick someone with the talent to think, the ability to control their own mind.

Old style management doesn’t encourage employees to control their mind, they aren’t encouraged to think. That was certainly the case when I started work back in the bad old days however it’s still prevalent in many businesses today.
It’s evident in many of the organisations that I work with that there’s a culture of – “I’m the boss – I tell you what to do – you don’t question it.”

The successful manager doesn’t react that way, they employ people who think; people with a mind of their own who aren’t afraid to say what they think and feel. You need people who question, and who challenge you as a manager. Now I know you’re getting scared but a successful manager needs courage!

I remember sitting in on a second interview with a manager colleague of mine who was interviewing candidates for a sales job. One of the candidates was a guy called Phil; he was a very strong character, full of questions and suggestions on how the job should be done.
John, the manager turned to me when Phil left the room – “That guy’s good, I reckon he’d be a good salesman for us, but I don’t think I could handle him.”

John, the manager, was a much quieter type of person than Phil, and I knew he felt uncomfortable with his style.
So I asked John – “What do you want this new salesman to do?” “I want him to bring in new business” says John. “Do you think he can do that” I asked. “Of course I do, I just think he’ll be difficult to handle.”

It all comes down to outcomes; of course, you’ve got to consider how you’re going to work with a new team member, but you sometimes need courage to take a risk.
John hired Phil and he brought in the new business that John needed. Phil always was a handful and a challenge for John but they learned to work together.
So look for clues when you interview a job candidate such as:

1.    Do they run their own mind or does someone do it for them. – You’ll be listening for clues such as: “My husband suggested I do this” or “My mother says that I should”…or “My family were all engineers so that’s how I ended up becoming one.” None of this is wrong in its own right but it will give you an indication as to whether this person runs their own mind or not.

2.    Can they solve problems – Do they think things through and try to find a solution? Or do they let someone else do it for them? You’re listening for – “When I get a difficult customer I believe its best to let my manager deal with them.” Or alternatively – “I had a real crisis on my hands so I considered what options I had and …..”

3.    Are they fairly disciplined – Is there structure in their life and work, or do they just react to circumstances. You’re listening for – “Before I start a job I like to plan how I’m going to do it.”

4.    Are they creative – Do they look for new ways to do things? You’re listening for – “We always used to fill out reports in a certain way but I suggested to my manager a way that would save time.”

5.    Can they arrange things – Do they have the ability to organise themselves and others? You’re listening for – “One of the team was leaving so I organised a going away party.”

6.    Do they think about their own performance
– Are they questioning themselves and thinking about how they could do better? You’re listening for – “I was really unhappy with my results so I decided to…….”

Put this to the test right away and it will ensure you get the best people on your team.

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