Writing Sample: Business

Sub-contractors Library Services Orientation:
Dealing with Difficult People at Client-sites

As a sub-contractor you will work with many different people at client sites. Most of your interactions with the client contact and others employed by the client will be professional and pleasant. On occasion, there will be interactions with people that are difficult and tax your ability to be civil. Sub-contractors have reported many problems: being ignored by employees; questioned about their presence at the site, even when wearing appropriate identification; and having work withheld, leading to a decrease in billable hours. Problems with difficult people should be addressed. Ignoring the problem or pretending that it does not exist can lead to increased stress, anxiety, and even anger. Working under such conditions may cause poor job performance, which will make our clients unhappy. The following steps will help you devise a strategy for working with difficult people:

Check Your Behavior

It is a good idea to assess your own behavior before initiating discussion about a problem relationship on the job.

Could there be issues with your personal behavior or job performance?

Are there problems with communication?

Have you been in a bad mood lately?

Are you failing to complete tasks as indicated in the client contract?

Once you have identified your role in the problem, simply changing your own behavior could rectify it. If the relationship continues to be difficult, seek assistance from a third party.


Ask For Help

If the person you are having trouble with is not the client contact, discuss the problem with the contact. He or she may be able to provide you with some insight about the person you are having problems with and help you come up with appropriate ways of dealing with that person.

If the difficult person is the designated client contact, discuss the issue with your Supervisor. She will have experience with them and can help you come up with coping skills to resolve the issue.


Coping With the Problem

Focus on the human element. Try to find something in common with the difficult person.

Be complimentary.

Ask questions that will allow the person to teach you something about the tasks you manage, his or her job, or the company itself.

If the person continues to be distant or hostile, steer clear of him or her as often as possible.

Make friends with other people at the site with whom you share common interests.

Keep your client contact and/or your off-site supervisor apprised of the situation, especially if the problem escalates.


You Have a Choice

Your new coping skills may help you continue to work at the site, particularly if you enjoy the assignment and other people who work with you. If, however, you feel you have tried every option and the problem has not been resolved, you may request a new assignment. Depending on staff availability, your skills, and the current needs of our clients, you can be transferred to another site within 1-4 weeks of your request. It is important that you remain polite and professional whether you are staying at the site permanently or working until a new assignment becomes available.

As the face of the agency, sub-contractors develop relationships with clients that secure the company’s continued success. Problems in the field need to be addressed immediately so that satisfactory resolutions can be implemented.