Dealing with Difficult People and Tricky Situations

1. Dealing with Difficult People and Tricky Situations Module Six Janice Davies ATTITUDE SPECIALIST janice@attitudespecialist.co.nz www.attitudespecialist.co.nz

2. RECAP • Personal Assessment • Personalities • Relationships • Self Esteem • Communication • Personal Assessment • Personalities • Relationships • Self Esteem • Communication

3. Attitude is more important than facts. It is more important than the past, than education than money, than circumstances, than failures, than success, than what other people think or say or do. It is more important than appearance, giftedness or skill. It will make or break a company…a home… a relationship. The remarkable thing is we have a choice, every day regarding the attitude we will embrace for the day. We cannot change our past. We cannot change the fact that other people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude. I am convinced that life is 10% what happens to me and 90 % how I react to it. - Charles Swindoll

4. Your Attitude reflects You • Everyone has an attitude - ??? • Some people H_ _ P others • Some people H _ N _ _R others • Some attitudes are anchors • Some attitudes are propellers • Some have c _ _ do attitudes • Some have c_ _ ‘_ do attitudes.

5. Negative Attitude • Focus on problem • Why me? Poor Me • Always Happens? • Life throws this at me • It’s too hard • I can’t do that! • I knew I couldn’t do that • All defeats are permanent • Fatalistic approach to work

6. Positive Attitude • Focus on solution • How can I fix this? • What do I need ? • Can I learn anything? • Is there a better way? • Who can I ask to help me • I can do that! • Embrace the challenge • Temporary setback • Wondrous approach to work

7. “AHA” MOMENT

8. Positives Can change What it provides you What can you learn Negatives Can’t change What it doesn’t provide What can you learn Self Assessment

9. Summary • Stage 1 – Analysing • Stage 2 – Understanding • Stage 3 – New Knowledge • Stage 4 – Your strategy • Stage 5 – Action

10. Additional Tips • Customer/work colleague (Immediate Attention) • Personal safety and trust your instincts • Stand up and take time out if necessary • Ask yourself and/or other person • What are you really looking for? • Ask yourself and /or other person • What more could you do? • Put it in writing

11. Solutions at Work • Colleagues or boss • Take time to think • Be proactive and try again from different angle • Focus one step at a time • Think creatively for a solution • Employees • Shy Person – often self-esteem • Praise for positive behaviour • Is additional training needed

12. Understanding • Acknowledge - Negative Energy – Individual/Organisation • Acknowledge - Mis-aligned goals/outcomes/values • Self-Belief – Success thinking - Use affirmations and visualise success • If something is not working, are you flogging a dead horse • Criticism – Can be a gift – maybe change is needed – (I’M NOT OK) • Integrity – To yourself and others • Treat others as you would like to be treated. • Recognise – Male /Logic – Female/Emotion • Give yourself permission to deal with the situation/ change/miss-take • Reward/pamper yourself • White Light/Pink Bubble OR Swish Away • WALK AWAY TALL IN LIFE…LEARN THE LESSON

13. NOW WHAT What’s happening for you? Where do you want to be?

14. Last Session Think your situation through with your new knowledge Re listen to webinars Re-read bonus materials Talk to positive support person Decide your action Just do it! www.attitudespecialist.co.nz 14

15. Additional Help • One on One coaching Other Webinar programmes • Think Positive to be a Success • XFactor Confidence – Use your secret ingredient to make you more money • Online programme – Attitude Training • Social Media/Weekly quotes