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Deal ing With

Dif f icu l t Peop le

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Frogs have it

easy ; they caneat what bugs

them.

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Deal ing With Dif f icu l t

PeopleBULLDOZER

EXPERT

COMPLAINER

SNIPER

BALLOON

INDECISIVE

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4 ELEMENTS FOR EFFECTIVELY

DEALING WITH DIFFICULT

PEOPLE

1. Know Specif ical ly What You Want

2. Make the Commitment

3. Pay Close Attention

4. Be F lexible

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TYPES of PEOPLE

TASK FOCUSED:

INTENT:

To get things done

To get things right

NEED:

ControlPerfection

PEOPLE FOCUSED:

INTENT:

- To get along- To get appreciated

NEED:- Approval

- Attention

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Anger is one

let ter short o f

DANGER!

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BULLDOZER

1. Stand your ground

2. Breathe!3. Interrupt

4. Backtrack slightly5. Aim at a Bottom Line

6. Peace with Honor

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He who

th rows mud

loses

ground

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The Sn iper

1. Stop, Look, & Backtrack

2. Ask the Relevancy question3. Seek group opinion

4. Now we need Tank strategy?5. If he/she will talk -- LISTEN!

6. Suggest a Civil Future

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Dip lomacy is

the art o f

let t ing

someone else

get your way

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KNOW-IT-ALL:

(The Expert)1. Knowyour stuff

2. Backtrack with respect3. Question f irmly

4. Present options politely5. Use plural pronouns

6.Acknowledge his/her competence

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No man knows

less than the

man whoknows it al l !

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KNOW-IT-ALL:

(The Bal loon)1. Backtrack

2. Ask for specifics3. State facts as you know them

4. Provide a way out5. Handle alone whenever

possible

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If you must cry

over sp i l led

m ilk , then

pleasetry to

condense it !

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The Complainer:

1. Listen

2. Prepare to interrupt -Dont Agree3. Acknowledge the complaint

4. Get specifics

5. Use limiting responses

6. Move to problem solving

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Sit on the fence

long enoughand the parade

w il l pass you by

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You cant direct

the w ind , bu tyou can ad jus t

your sai ls .

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Dif f icu l t Person Cop ing Plan :1. Assess the Situation

2. Stop wishing they were different!

3. Get distance between you and the

difficult behavior4. Formulate a plan for interrupting the

interaction

5. Implement strategy

6. Monitor coping process

7. Modify or abandon plan, if necessary

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CARING COMMUNICATION: Acknowledging

Appreciating

Assuring

Passive Listening

Pacing

Reflecting

Paraphrasing

A positive close

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WATCH OUT FOR:

Put Downs Impatience

Sarcasm & Complaining

Jargon

Explaining Too Much

Ignoring Customers Comments

Avoiding Responsibility or Blaming

Others

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QUESTIONS?