By John Worne

People problems are part of every Specialist-Generalist’s working life. Whether it’s good people moving on; or more difficult customers giving others a hard time.

There are myriad ways to respond to and manage people problems; entire libraries of insights, tools and techniques. But the single thing that matters the most is to conceptually and constantly separate the living, breathing person from their behaviours and actions. 

Once you decide a person is ‘bad’ (or indeed ‘good’) you’ve lost the capacity to properly manage their performance and behaviours – and to manage yourself. 

This doesn’t mean you shouldn’t ‘feel’ and engage heart as well as head at work. It means recognising that at work – as in life – you have no right to judge a person; but you have every right to tackle their bad behaviour.  

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