a personal blog of Erwin Lubrido Sison, a.k.a. "Erwinskofp"
Saturday, September 22, 2012
How to deal with uncooperative users
By: Erwin L. Sison
After years of implementing ERP
projects I have dealt with an array of different users. The most challenging to
handle are those who are uncooperative. Obviously.
Based on experience these types of
users are usually those who have been in the company for a
considerable number of years and very much comfortable with their current
Here are 8 tips on how to handle them
1.Give Assurance. Make them feel assured with the
new system. Always keep in mind that you are in some ways taking away their
comfort zone, so a little assurance that your system is better that their
current one could go a long way.
2.Plan and Prepare. Make sure you got all sides
covered as much as possible before you meet with them. Do your homework so you
could address their concerns effectively. Plan all your activities specially
those ones, which involves these users and let them know in advance, this way
they could also plan their schedule and both sides will be on the same page.
Uncooperative users normally tries to look for an excuse to be uncooperative
don’t give them this opening.
3.Be Confident. The users would be assured if
you show confidence and to be confident you have to have everything prepared.
Your aura of confidence will rub onto them, if they saw you as a tentative and
unsure kind of person, they will feel the same way towards the project. On the
other hand, your confidence gives them assurance that they are in good hands
and everything will be all right.
4.Never Lie. There is a fine line between
convincing the users and lying. Never promise something that cannot be done
just for the sake of getting their approval. Be truthful, sometimes all it
takes is a single lie and everything that you worked so hard for could go down
the drain. If it cannot be done just say so, if you have a workaround then make
5.Own your Mistake. In a huge implementation it is
very difficult not to make mistakes. The important thing is how you accept and
own yours and be able to smartly pick-up the pieces from there. The last thing
you need in a project with unhelpful users is for them to discover a mistake
you tried so hard to conceal.
6.Communicate well. Dealing with other people
always, always boils down to an effective communication skill. Listen intently
and make sure you understand their apprehensions then speak in a mildly toned
voice. They say that 10% of conflicts are due to difference of opinion and 90% is
due to wrong tone of voice. Always bear in mind that conflict in a project will
not benefit anybody.
7.Ask for their opinion. Everybody wants to be heard
period. In a situation where what you will decide on directly impacts another
persons working habit, that person deserve to be heard; their opinion matters.
In asking for their opinion you are shooting two birds with one stone;
gathering information and making disobliging users oblige.
8.Project an approachable image. Because a project implementation is a
two-way street, there should be minimal or no room for uneasiness. You should
let them know and feel that they can approach you and ask question anytime.
Projecting an approachable image will encourage all types of users to liaise
with you effectively.
there are more things that you could do to deal with uncooperative users and
make the project implementation become successful but most of them revolves
around those I have listed above.