Managing Difficult People

1. Managing Difficult People Triya Chakraborty

2. Agenda • Introduction • Project Life Cycle • Project Metrics • Success Factors • Difficult People • Soft Skills • Project Processes

3. Project Life Cycle • Concept • Planning • Execution • Closure

4. Metrics for Project Success • Deliverables • Dollars • Dates • Decisions & Deviations • Deployment • Documentation

5. Success Factors • Prioritization • Ownership • Clarity • Commitment • Capability • Control • Communications • Roles & Responsibilities • Escalation

6. Difficult People • Roles - Stakeholders, Team members, Vendors, Users • Levels - Senior Managers, Developers, Admin, Peers • Degrees of Difficulty

7. Dealing with Difficult People - Soft Skills • Don’t make it personal • Don’t take it personally • Don’t try to ‘fix’ the person • Don’t assign blame • Refrain from ‘he said she said’ • Listen • Manage ‘people’ • Manage yourself

8. Dealing with Difficult People - Soft Skills cont’d • Create ad hoc informal Teams • Timeliness • Tact • Thoroughness • Target your audience • Don’t make assumptions

9. Dealing with Difficult People - Using Project Processes • Communications • Commitment • Document • Use the Power of Metrics • Use Power of Processes • Use Power of Project Control