How
do you deal with toxic people? When someone comes in your office demanding
money for doing a job or angrily complains about something, how do you handle
him or her?
The
key to everything in life is to “respond” not to “react ” to the situation!
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 3 ways to deal with toxic 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 toxic 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 mfrankviola@gmail.com