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‘Effectively Dealing with Difficult People’ Panel Discussion – Canadian Legal Conference

‘Effectively Dealing with Difficult People’ Panel Discussion – Canadian Legal Conference. August 15, 2014 10:45 – noon Sheraton Hotel, NL. Kathy Brings Another Perspective. Very Experienced in Dealing with Difficult People. How are you showing up today? Most days?. PRESS RESET:

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‘Effectively Dealing with Difficult People’ Panel Discussion – Canadian Legal Conference

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  1. ‘Effectively Dealing with Difficult People’Panel Discussion – Canadian Legal Conference August 15, 2014 10:45 – noon Sheraton Hotel, NL

  2. Kathy Brings Another Perspective

  3. Very Experienced in Dealing with Difficult People

  4. How are you showing up today? Most days?

  5. PRESS RESET: 3 DEEP BREATHS TIME FOR YOU _______ YOUR REFLECTING YOUR LEARNING YOUR IMPROVING Participate with Intention to ‘Deal Better with Difficult People’ Why are you in this session?

  6. Dealing Effectively with Difficult People at Work in 2014An Overview and Learning Outcomes

  7. Your Paradigm Matters ....

  8. Who do you see as difficult at work?

  9. Difficult People at Work - Your Paradigm Who is difficult at your work? What is difficult about him/her? How do you deal with him/her now? How do you feel about this person? What are you saying about him/her? Pair/Share

  10. Difficult People at Work - Your Paradigm Are you ready to do something different? Difficult or Different? Is what you are doing working?

  11. Two Key Causes of Conflict at Work Table Share

  12. Conflict: Cultural Diversity Japanese Example #1: High Context vs. Low Context Cultures Infer most information from context • Convey little information explicitly • Prefer indirectness, politeness, ambiguity • Consider oral agreements more binding than written ones • Rely heavily on nonverbal signs Latin American Arabic

  13. Conflict: Cultural Diversity Example #1: Low Context Culture • Context is of low importance • Information is explicitly conveyed • Value directness: may see indirectness as dishonest or manipulative • Value written word more than oral statements German North American Scandinavian

  14. Conflict: Cultural Diversity Example #2: Different views of time can create challenges • Monochromatic cultures • focus on clock time • being “on time” is a sign of dependability and respect • Polychromatic cultures • focus on relationships • less time conscience (take a leisurely approach to time)

  15. Conflict: Cultural Diversity Example #3: Cultures attach meaning differently to: • Body Language: open or closed, eye contact, gestures, smiles • Conversational Style: opening, pausing, interrupting, finishing each others’ sentences, closing • Silence and Voice Qualities: stress, volume, pitch, tone • Other Non-Verbal Symbols: color, clothing, age, height

  16. Conflict: Generational DiversityThink of your Workplace... 1. The Seniors (68-85 yrs) 2. Baby Boomers (50-67 yrs) 3. Generation X (35 – 49 yrs) 4. Generation Y, Echo Boomers, Millenials (19 – 34 yrs) 5. Generation Z (< 18 yrs) How and why the Four Generation differ (5 mins) Which generation or cohort do you find difficult? https://www.youtube.com/watch?v=QBVEMQsNbBY

  17. Conflict: Generational DiversityWhy does conflict at work arise?

  18. Generation Y and Boomers • 60 minutes Generation Y - The Millenniums (3mins) • https://www.youtube.com/watch?feature=player_detailpage&v=owwM6FpWWoQ - (same as above) • Relates to your workplace - How? • Relates to you – How?

  19. Five Strategies for Dealing Effectively with Difficult Clients and Colleagues 1. Be Proactive vs. Reactive “If you can predict conflict, you can minimize and maybe avoid it” - Expect it - Plan for it e.g. School musical 2. Act with Courage and Consideration - First sign of smoke, Act e.g. New staff placed

  20. Strategies for Dealing Effectively with Difficult Clients and Colleagues 3. Welcome the Tyrant (p.110) - Be curious and concerned - Learn about yourself 4. Keep your Seat (p.213) - Learn from Japanese samurai lords Source: Awake at Work, Michael Carroll

  21. Strategies for Dealing Effectively with Difficult Clients and Colleagues 5. “Keep learning, Expand your skill set, Do not take it personally, and Let it go”. Different ................ Difficult ............... Mentally Ill Source: Susan Scott & Kathy

  22. .Learning Stop Light, Summary and Wrap Up………………Learning Stoplight • See handout for resources • What has struck you? • What new idea or strategy will you adopt to improve how you deal with difficult people?

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