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dealing with difficult people

Frogs have it easy; they can eat what bugs them.. Dealing With Difficult People. BULLDOZER. EXPERT. COMPLAINER. SNIPER. BALLOON. INDECISIVE. 4 ELEMENTS FOR EFFECTIVELY DEALING WITH DIFFICULT PEOPLE. 1. Know Specifically What You Want2. Make the Commitment3. Pay Close Attention4. Be Flexible. TYPES of

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dealing with difficult people

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    1. Dealing With Difficult People

    2. Frogs have it easy; they can eat what bugs them.

    3. Dealing With Difficult People BULLDOZER

    4. 4 ELEMENTS FOR EFFECTIVELY DEALING WITH DIFFICULT PEOPLE 1. Know Specifically What You Want 2. Make the Commitment 3. Pay Close Attention 4. Be Flexible

    5. TYPES of “PEOPLE” TASK FOCUSED: INTENT: To get things done To get things right NEED: Control Perfection

    6. Anger is one letter short of DANGER!

    7. BULLDOZER 1. Stand your ground 2. Breathe! 3. Interrupt 4. Backtrack slightly 5. Aim at a “Bottom Line” 6. Peace with Honor

    8. He who throws mud loses ground.

    9. The Sniper 1. Stop, Look, & Backtrack 2. Ask the “Relevancy” question 3. Seek group opinion 4. Now we need “Tank” strategy? 5. If he/she will talk -- LISTEN! 6. Suggest a “Civil Future”

    10. Diplomacy is the art of letting someone else get your way.

    11. KNOW-IT-ALL:(The Expert) 1. Know your stuff 2. Backtrack with respect 3. Question firmly 4. Present options politely 5. Use plural pronouns 6.Acknowledge his/her competence

    12. No man knows less than the man who knows it all!

    13. KNOW-IT-ALL:(The Balloon) 1. Backtrack 2. Ask for specifics 3. State facts as you know them 4. Provide a way out 5. Handle alone whenever possible

    14. If you must cry over spilled milk, then please try to condense it!

    15. The Complainer: 1. Listen 2. Prepare to interrupt - Don’t Agree 3. Acknowledge the complaint 4. Get specifics 5. Use limiting responses 6. Move to problem solving

    16. Sit on the fence long enough and the parade will pass you by

    17. INDECISIVE: 1. Help them voice concerns (take cues from “what’s not said / indirectness” 2. Provide face-to-face support when possible 3. Reduce alternatives 4. Keep the action step 5. Watch behavior - “don’t push too far”

    18. You can’t direct the wind, but you can adjust your sails.

    19. Difficult Person Coping Plan: 1. Assess the “Situation” 2. Stop wishing they were “different”! 3. Get distance between you and the difficult behavior 4. Formulate a plan for interrupting the interaction 5. Implement strategy 6. Monitor coping process 7. Modify or abandon plan, if necessary

    20. CARING COMMUNICATION: Acknowledging Appreciating Assuring Passive Listening Pacing Reflecting Paraphrasing A positive close

    21. WATCH OUT FOR: Put Downs Impatience Sarcasm & Complaining Jargon Explaining Too Much Ignoring Customer’s Comments Avoiding Responsibility or Blaming Others

    22. QUESTIONS?

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