Written by, Dr. Rick Brinkman Dr. Rick Kirschner Sameer Kumar Rai

ABOUT THE AUTHORS Dr. Rick Brinkman & Dr. Rick Kirschner are professional speakers. Co – authors of the bestselling audio-video tapes How to Deal with Difficult People and the best selling book Dealing with People You Can’t Stand. They have shared their insights with audiences worldwide through their company R & R Productions.

Dr. Rick Brinkman & Dr. Rick Kirschner are professional speakers.

Co – authors of the bestselling audio-video tapes How to Deal with Difficult People and the best selling book Dealing with People You Can’t Stand.

They have shared their insights with audiences worldwide through their company R & R Productions.

ABOUT THE BOOK Identify ten bothersome behaviors Deal successfully with each of them Understand the thought and fears of difficult people An understanding of whom we are dealing with and what motivates them Turn conflict into cooperation

Identify ten bothersome behaviors

Deal successfully with each of them

Understand the thought and fears of difficult people

An understanding of whom we are dealing with and what motivates them

Turn conflict into cooperation

THE TANK THE KNOW IT ALL THE WHINER THE SNIPER THE THINK THEY KNOW IT ALL THE MAYBE PERSON THE GRENADE THE YES PERSON THE NOTHING PERSON THE NO PERSON

THE TANK

THE TANK Stand your ground Interrupt Don’t defend Aim for the bottom line Peace with honor

Stand your ground

Interrupt

Don’t defend

Aim for the bottom line

Peace with honor

THE SNIPER Stop, Look, & Backtrack Ask the “Relevancy” question If he/she will talk -- LISTEN ! Suggest a friendly future Don’t overreact

Stop, Look, & Backtrack

Ask the “Relevancy” question

If he/she will talk -- LISTEN !

Suggest a friendly future

Don’t overreact

THE KNOW-IT-ALL Be prepared and know your stuff Don’t resent the Know – It - All Present views politely Acknowledge his/her competence

Be prepared and know your stuff

Don’t resent the Know – It - All

Present views politely

Acknowledge his/her competence

THE THINK THEY KNOW IT ALL Give them a little attention Ask for specifics State facts as you know them Provide a way out Handle alone whenever possible

Give them a little attention

Ask for specifics

State facts as you know them

Provide a way out

Handle alone whenever possible

THE WHINER Listen Prepare to interrupt – get specific Acknowledge the complaint Don’t ask Whiners why they’re complaining Use limiting responses Move to problem solving

Listen

Prepare to interrupt – get specific

Acknowledge the complaint

Don’t ask Whiners why they’re complaining

Use limiting responses

Move to problem solving

THE MAYBE PERSON Help them voice concerns Provide face-to-face support when possible Use a decision – making process Re – assure and follow through May be……

Help them voice concerns

Provide face-to-face support when possible

Use a decision – making process

Re – assure and follow through

THE YES PERSON Make the Yes Person comfortable Talk Honestly Help them learn to plan Ensure commitment

Make the Yes Person comfortable

Talk Honestly

Help them learn to plan

Ensure commitment

THE NOTHING PERSON Plan enough time Lighten it up Avoid getting angry Show the future

Plan enough time

Lighten it up

Avoid getting angry

Show the future

THE GRENADE Get the attention Show your concerns Reduce intensity Avoid setting off the Grenade

Get the attention

Show your concerns

Reduce intensity

Avoid setting off the Grenade

THE NO PERSON Go with the flow Use them as a resource Give them time to think Appreciate the NO person NOOOOOOOOOOOO !!!!!!!!!!

Go with the flow

Use them as a resource

Give them time to think

Appreciate the NO person

CONCLUSION Even if we can’t change difficult people, we can communicate with them in such a way that they change themselves. It’s a matter of knowing how to get through to them when they’re behaving badly.

Even if we can’t change difficult people, we can communicate with them in such a way that they change themselves. It’s a matter of knowing how to get through to them when they’re behaving badly.

Courtesy SAMEER KUMAR RAI SIVA SIAVNI INSTITUTE OF MANAGEMENT