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Handle difficult people

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Slides to accompany a bite-size training session on handling difficult people. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased …

Slides to accompany a bite-size training session on handling difficult people. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT

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  • 1. Handle Difficult People Http://www.power-hour.co.uk – Bite Size Training Materials Handle Difficult People
  • 2. Handle Difficult People Http://www.power-hour.co.uk – Bite Size Training Materials 2012 By the end of the Power Hour you will be able to: • Understand what we mean by difficult behaviour • Suggest what might be driving the ‘difficult’ behaviour • Use Transactional Analysis to take control of difficult behaviours and conversations
  • 3. Handle Difficult People Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Are ‘Difficult’ People just ‘Different? • Some people are very sociable, others value time alone • Some people need detail before they make a decision, whereas others like to work on ‘gut instinct’ • Some people are relationship focussed whilst others are task driven • Some people love new experiences and change, whilst others value routine. Often, the people that we find difficult to understand or identify with, because they are quite different from us in terms of the way they think and behave
  • 4. Handle Difficult People Http://www.power-hour.co.uk – Bite Size Training Materials 2012 What’s Driving the Behaviour? • We don’t all react the same way to things because we are all different under the surface • Try to identify what is driving the behaviour, and respond to THAT.
  • 5. Handle Difficult People Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Natural Responses to ‘Difficult’ Behaviour Summarised from the work on Transactional Analysis by Eric Berne
  • 6. Handle Difficult People Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Taking Control of Transactions Psychologically, the easiest transactions between two people are complementary transactions, but they are not always appropriate. Just because someone speaks to you as a ‘critical’ parent, doesn’t mean a ‘dutiful’ child is the BEST response…just the easiest.
  • 7. Handle Difficult People Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Taking Control of Transactions If you resist the natural tendency to respond in a complimentary way, you can cause a ‘crossed’ transaction (by responding FROM the ‘adult’ and appealing TO the ‘adult). It is hard to maintain a crossed transaction, so eventually, you will find yourself in a complimentary transaction (adult to adult)
  • 8. Handle Difficult People Http://www.power-hour.co.uk – Bite Size Training Materials 2012 1. Remember that ‘difficult’ is often just ‘different’. 2. Try not to judge people’s actions based on your personal values, belief and morals. 3. Think about what might be driving the ‘difficult’ behaviour and respond to that. Sometimes people attack as a form of defence. 4. Don’t respond in a way that will encourage the difficulty to persist. 5. Respond in a calm, objective, ‘adult’ way as much as possible until the other person does the same.
  • 9. Handle Difficult People Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Make it Work at Work What are you going to DO as a result of this Power Hour Session?
  • 10. Handle Difficult People Http://www.power-hour.co.uk – Bite Size Training Materials 2012 These slides have been produced as an optional resource to support a Bite-Size Training session on this subject. A full set of materials, including detailed Session Leader’s Guide, Delegate Workbook and supporting activities can be purchased from our Training Shop Our Training materials are licence-free, but are for use by the purchaser only. They CANNOT be passed or sold on.