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