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Skills for Working With Difficult People in Challenging Situations Nicole M. Young, MSW Optimal Solutions Consulting firstname.lastname@example.org www.opti-solutions.com www.facebook.com/OptimalSolutions
1. Is Hostile or Aggressive 2. “Steamrolls” Over Others 3. Constantly Complains 4. Is Silent or Unresponsive 5. “Knows it All” Common Types of “Difficult” People
Is Ultra-Agreeable Says No to Everything Puts the Brakes On “Attacks” People by Surprise Gossips Common Types of “Difficult” People
Let the person’s negative statements and energy “bounce” off of you. “What gets rewarded gets repeated.” Goal: stay clear-headed so you can assess the situation and determine the appropriate response. 3 Key Steps: Deflect
Use non-verbal and verbal communication to neutralize or de-escalate the behavior. Observe, Listen, Reflect & Probe Blend & Contrast Goal: stay calm, show understanding and empathy, find out how you can move from problems to solutions 3 Key Steps: Defuse
Model the verbal and non-verbal communication skills you want to see. Neutral language “Yes, and…” instead of “Yes, but…” Not-Your-Typical-I-Statements Validate and move on 3 Key Steps: Demonstrate