Managing Difficult People

Welcome Dealing withDifficult People 7th February 2012 www.workplace-dynamics.co.uk 12/02/2012 1

Phil Jones – Workplace Dynamics www.workplace-dynamics.co.uk Mediation Team Mediation Group Facilitation Training and Coaching for Managers

IntroductionsTurn to the person next to you.. • Name • Where you work • Something you’ve been pleased about regarding dealing with difficult people…..

My experience – things go wrongwhen….• those responsible haven’t explained clearly enough what they or their company need from their staff• those responsible haven’t been able to talk to their people skilfully enough so that they are informed whilst maintaining goodwill

This afternoon we’ll talk about….What your company wants and needs from it’s staffIdentifying and translating what you want and needFocusing in what you do want (rather than what you don’t) Using observations powerfullyRequesting changes in behaviour and performance

What Pushes Your Buttons? mmmmmm..????

What are the needs which lie behind these difficulties? Staff not coming in on time = we “open shop” to customers at 9.00, everyone has to be ready Managers not using the sickness absence policy = thecompany needs to know who is in work and where there are patterns of absence, etc etc Rudeness between team members = team collaborationis crucial to getting the job done, bad feeling leads to poor performance, sickness absence and turnover

Surely Describing These Needs can’t be that hard???Production needs can be easier, numbers, quality standards etc.Customer and relationship skills are more difficult

OBSERVATIONS NEEDS/REQUIREMENTS FEELINGS REQUESTSMarshall Rosenberg Non-Violent Communication Model

Final Top Tips1. take time to explain the really important things2. remember that the success of communication is dependent on the understanding of the audience3. catch your staff doing what you want them to do and reward them4. know the difference between behaviours that are infuriating and ones that sink the ship

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Managing Difficult People

by Workplace Dynamics on Feb 12, 2012

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Managing Difficult People — Presentation Transcript