Dealing with difficult people brooke
Upcoming SlideShare
Loading in...5
×
 

Dealing with difficult people brooke

on

  • 2,159 views

 

Statistics

Views

Total Views
2,159
Slideshare-icon Views on SlideShare
2,159
Embed Views
0

Actions

Likes
0
Downloads
169
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Dealing with difficult people brooke Dealing with difficult people brooke Presentation Transcript

    • Dealing with Difficult People
    • Difficult People & Conflict
      • • Can be anyone
      • – even YOU!
      • • People are difficult because it works for them.
      • • Dealing with them can cause conflict
    • Difficult People & Conflict
      • • Conflict can result
      • in an uncomfortable
      • environment
      • • Difficult behavior
      • causes stress in others
      • • Conflict can reduce
      • an organizations
      • effectiveness
    • Types of Difficult People
      • Bulldozer
      • Bullies
      • Firehose
      • Stallers/Wafflers
      • Silent Types
      • Indecisives
      • Sniper
      • Control Freak
      • Super-Agreeables
      • It’s Not Up To Me
    • The Bulldozer
      • • Know it all
      • • Often use threats, sarcasm, intimidation
    • Dealing with Dozers
      • Prepare yourself
      • • Ask questions
      • • Focus on solution
      • • Do not confront them
    • Bullies
      • • Loud and hostile
      • • Abusive
      • • Overwhelm you
    • Battling Bullies
      • • Let them run down
      • • Get their attention
      • • State your point non-aggressively
      • • Don’t allow interruptions
      • • Ask them to leave
    • Mr or Mrs Negativity
      • • Dampen Enthusiasm
      • • Everything will fail
      • • Negative statements
      • • Constantly
      • complaining
    • Drain the Fire Hose
      • • Don’t be dragged down
      • • Don’t argue
      • • Listen – then ask for alternatives
      • • Don’t agree or apologize
      • • Switch to problem solving
      • • Take action on your own
    • Stallers
      • • Reluctant to turn down requests
      • • Want to be liked
      • • Afraid or unable to manage
      • • Paralyzed by tough decisions
    • Sideline the Stallers
      • • Surface hidden concerns
      • • Help them resolve the problem
      • • You make the decision – with caution
      • • Support decisions
      • • Keep control of situation
    • Silent Types
      • • Silent/unresponsive
      • • Answer with a grunt
      • • Turn away from
      • people
      • • Pretend nothing
      • happened
    • Open the Silent Ones
      • • Meet with them individually
      • • Give them time to open up
      • • Ask open-ended questions
      • • Wait for a response
      • • If no comments – comment on what’s
      • happening
    • Indecisives
      • • Super helpful – but . . .
      • • Postpone decisions
      • • Hint and beat around the bush
    • Resolve Indecision
      • • Address fears with “what if” questions
      • • Help resolve problems when issues
      • surface
      • • Help examine facts
      • • Watch for anger or withdrawal
    • Sniper
      • • Exclude key people
      • • Withhold information
      • • Use hidden attacks,
      • innuendoes, digs,
      • non-playful teasing
      • • Wreck havoc and
      • you don’t see them
    • Unload the Sniper
      • • Surface the attack
      • • Provide peaceful alternative
      • • Bring resistance into the open
      • • Seek group confirmation or denial of
      • snipers criticism
      • • Use coaching/counseling if assigned
      • tasks not done
    • Control Freak
      • • Get into everyone’s
      • business
      • • Undermine and insult
      • abilities
      • • Lack confidence & trust
      • • Insufferable – render subordinates
      • ineffective
    • Reduce Controllers
      • Build trust
      • • Take small steps toward more authority
      • • Keep focused on solution
      • • Speak from your own view-point
      • • Don’t let yourself be verbally abused
    • Super-Agreeables
      • • Very personable
      • • Don’t act the
      • way they say they
      • will
      • • Supportive but
      • don’t deliver
    • Dealing with Super-Agreeables
      • • Show them you like them
      • • Prevent unrealistic commitments
      • • Make honesty non-threatening
      • • Point out inconsistencies
      • in behavior
      • • Work for a mutual
      • benefit
      • • Listen carefully to jokes
    • Its Not Up to Me
      • Always point
      • to higher authority
      • • Invokes other
      • powers
    • Let’s Ask the Authority
      • Tell them you will both speak to the
      • higher authority
    • Helpful Hints
      • • Don’t escalate
      • • Focus on what a person is trying to say
      • • Avoid being purposefully hurtful
      • • Model behavior you want
      • • Focus on solutions
      • • Maintain eye contact
    • More Helpful Hints
      • • Blame the process, not the person
      • • Be specific
      • • Avoid always and never
      • • Avoid name calling
      • • Encourage listening
      • • Confront in private – praise in public
      • • Use your communication skills!
    • Resources
      • 14 Workplace Personalities and How to Handle Them – iVillage,
      • http://www.ivillage.com/work/job/succeed/articles/0,,187833_245505,
      • 00.html
      • • Online Newsletter, Dealing with Difficult People, March 1999,
      • http://www.itstime.com/print/mar99p.htm
      • • Techniques for Dealing with Difficult People, Ag Decision Maker, John
      • Baker, Iowa State University, Iowa Extension, October 1999
      • • Dealing with Difficult People,
      • http://www.bethanyhome.org/dealing_with_difficult_people.htm
      • • Dealing with Difficult People/Situations: Role of the Extension
      • Committee Member, University of Minnesota Extension Service
      • • Dealing with Difficult Members, University of Wisconsin-Eau Claire,
      • http://www.uwec.edu/DC/AP/complexthoughts/Dealing_w_Difficult_Mb
      • rs.html
      • • Games People Play, Presentation to BVHRMA, May 1, 2003, Jan
      • Pfannstiel, SPHR
      • • Welch, Ben D., Phd, Interpersonal Relations Skills, Presentation at
      • TAMU and Dealing with Difficult People, presentation June 19, 1998
    • Thank You for Listening