If you’ve been part of the workforce for a while, you know not everyone is easy to work with every day. Some people have a tough exterior that makes them difficult to approach, while others may have no trouble stating strong opinions, often leaving no room for other viewpoints.

At work, it’s important to maintain your professionalism, especially when dealing with difficult team members. “Ultimately, your ability to get work done and feel good about it depends on how well you can connect with a wide variety of people,” observes Hayley Flott, PDRMA Wellness Consultant. These four basic skills can help you resolve sticky situations and create a more comfortable work environment.

• Recognize challenging situations when they happen.
• Sharpen your communication skills.
• Apply strategies that target specific situations.
• Know when to escalate an issue.

Recognize Common Challenging Situations

The quicker you recognize a challenging situation, the faster you can steer it in a positive direction. For example, imagine someone says something negative about you, your work or your team. Or maybe you’re struggling to nail down specifics with someone who is evasive. In both situations, you should take a moment to understand what’s happening and carefully consider your next move.

You can be more effective when you know your own communication style and what other people do that triggers frustration, anger or anxiety in you. Remember, communication is a two-way street, so a little humility and self-reflection can go a long way. Here are three ways to interact effectively to resolve a challenge.

• Choose empathy as your first response. Try to put yourself in the other person’s shoes.
• Focus on behaviors instead of personalities.
• Find common goals and professional interests to create connections.

Sharpen Your Skills

When working with a challenging colleague, communication is your most valuable skill. Here’s how to use that skill effectively:

• Actively listen: Focus on understanding the other person’s perspective, even if you disagree.
• Use “I” statements: Don’t place blame by saying things like, “You always do this,” or “When you do X, it makes me do Y.” Instead, start with “I” (e.g., "I feel concerned when X happens, because Y.")
• Set clear expectations: Be specific about what you need and why.
• Set boundaries: Clearly and professionally communicate what is acceptable to you — and what is not.

Target the Situation

There’s a chance you might encounter one of the following situations at some point. If you do, use the suggested strategy to address it.

• Complainer — One who frequently expresses dissatisfaction and tends to focus on the negative aspects of things.
• Strategy: Acknowledge their feelings without encouraging them and shift the conversation toward a solution. Avoid getting drawn into negativity or giving advice, which can reinforce complaining behavior.
• Passive-Aggressive — One who expresses negative feelings indirectly through procrastination, sarcasm or intentional mistakes.
• Strategy: Try to address the behavior directly and calmly. State how their actions make you feel. Be clear that the issue is their behavior, not them as a person.
• Micromanager — One who closely controls and monitors the work of others, often to an excessive degree.
• Strategy: You can build trust with a micromanager by proactively communicating your work progress up front and sharing regular updates.

Know When to Ask for Help

If you can’t turn the situation around, it may help to talk with your manager or someone in Human Resources. Don’t be afraid to reach out when you begin feeling frustrated or angry.

Communicate Better with PATH!

PATH resources are always a good place to start when you want to learn to communicate better. Here are a few great ideas:

• Media > Personal Growth > How to Communicate Better Series.
• Journeys > Having Difficult Conversations at Work.

Refreshing old skills or learning new ones is always helpful. By learning a variety of ways to address challenging situations, you’ll feel more confident and satisfied with your job, because you’ll be able to handle complex interactions effectively and maintain your well-being at work.