Dealing with difficult people


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Dealing with difficult people

  1. 1. Dealing with Difficult Taking off the Gloves People
  2. 2. Everyone is differentThe first lesson of management/ leadership is to recognize that no 2people are the same; therefore no 2 people can be managed thesame.When you start managing everyone in the same way you beginlosing your effectiveness as a managerThese differences can be a blessing & a curse-- The key is what youdo with them.!
  3. 3. Tips for having tough conversations• Address issues tactfully and respectfully• Avoid using You phrases such as you always or you never• Dont stoke the fire• Dont take it personal or make it personal • Its not about you. They will likely take it personally, it is your job not to• Dont save things to address at a later date-- Real time• Expect them to improve & assist them in doing so
  4. 4. !Ever feel like this?
  5. 5. Know your Work place personality Type• Dominate- Goal Driven; Butts head with other similar personalities; Scares or runs over those that are soft spoken or not opinionated• Interactive: Outgoing & Socially Driven; Wants to be everyones friend is very social; Annoys someone that is private; Dominate personalities will try to run over• Supportive: Cry on my shoulder; Too cuddly for someone that is aggressive or goal oriented; Can be taken advantage of by a needy employee• Compliance: Focuses on the fine print; scared to not know every detail; strangles someone that wants to move quickly; can get mired in detail; easy to distract with numbers and regulations
  6. 6. Some typical types of challenging personalities• These are traits not real people (mostly)• They have been shaped by different factors• They all have positive characteristics
  7. 7. the Droner• This person goes on and on about everything under the sun. They often refuse to end the conversation.• DANGER: Time Suck, Overwhelm you with issues• Strategy: Schedule a time to hear them out & keep it short; put the solutions back on them; Create agendas for meetings
  8. 8. the Aggressor• Known for their aggressive style, people are scared to confront them. They are used to getting their way and rarely accept No• DANGER: left hook, running you over, rallying the mob• Strategy: Approach issues with caution and do your homework; be firm on nonnegotiables & flexible on new ideas; find a win-win-win; Call for backup
  9. 9. the Panic Button• The slightest change will ruin their entire day; they live in constant fear of being fired or shot on sight• DANGER: Causing mass hysteria; increasing drama; creating a stressful work environment for everyone• Strategy: Give them clear communication about goals, rewards, and consequences; rely on policies and hard facts; reinforce with them after disciplinary actions
  10. 10. the Protester• This person is looking out for your rights! They spend time looking for the fine print to try to figure out the real agenda They will be first to scream when they feel slighted & the last to take ownership• DANGER: He who screams loudest usually gets heard; Everyone will know what you do to him- or dont do• Strategy: Direct them to come to you with questions & give them consequences if they dont; Create a cone of confidentiality
  11. 11. the Rebel without aClue• Rules are made to be broken. They would like to know where the line so that they can push it--They usually dont know why rules are in place, only that they dont apply to them.• DANGER: Compliance issues; eating away at your authority• Strategy: Deal with them directly & firmly; document your conversations; follow up on your threats
  12. 12. the Most ValuableEmployee in the World• They have been here since the beginning of time and we are lucky to have them-- or so they say. They are stuck in their ways & refuse to change. The future of the clinic often hangs in the balance and they are only person that can save us.• DANGER: Intimidating coworkers; intentionally sabatoging things that they dont like; undermining your authority• Strategy: Acknowledge & Utilize their strengths; Ask their opinion; be firm when you differ in opinion & use your authority; remind them of who the boss is.
  13. 13. the Cry Baby• I cant believe that this is happening to me.... This employee is the consummate victim. Everything happens to them and they have no control• DANGER: Joining forces with the Protestor; they will tend to use their victimization as an excuse for not doing their job.• Strategy: Take away their excuses; listen to their complaints & reframe the conversation to point out what they can control.
  14. 14. the Socializer• The person that knows everything that is going on with everyone-- some of which is actually true. They tend to spend more time talking than working.• DANGER: Gossip; low productivity; poor work boundaries; professionalism issues• Strategy: Keep them on task; utilize their powers for good; use them for morale or PR
  15. 15. the Procrastinator• They will always do it later. Usually pushing deadlines, they are always 5 minutes late & full of mistakes• DANGER: compliance issues; low quality of work; keep other waiting to complete their jobs • Strategy: Work with them on time-management issues; adjust their schedules; keep them away from the Socializer...
  16. 16. the I Dont Know It AtAll• How much training can you give one person? This person has been taught everything that you know but they never seem to know anything. • DANGER: Draining your energy; making multiple errors; hindering other team members • Strategy: Develop a training program that is comprehensive; Follow-up frequently; Pair them with a mentor; Ask the question: Can they get it? Pull the plug when needed
  17. 17. References• DiSC:• INC. online:• Pictures by Afiat Sukmaraga