Skills for Working With Difficult People in Challenging Situations

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Key skills for handling "difficult" people effectively.

Key skills for handling "difficult" people effectively.

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  • 1. Skills for Working With Difficult People in Challenging Situations
    Nicole M. Young, MSW
    Optimal Solutions Consulting
    nicole@opti-solutions.com
    www.opti-solutions.com
    www.facebook.com/OptimalSolutions
  • 2. 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
  • 3. Is Ultra-Agreeable
    Says No to Everything
    Puts the Brakes On
    “Attacks” People by Surprise
    Gossips
    Common Types of “Difficult” People
  • 4. The Negative Cycle
  • 5. The Negative Cycle
  • 6. The Negative Cycle
  • 7. The Negative Cycle
  • 8. E + R = O
    Reframing the Issue
  • 9. Event (Difficult Behavior)
    + Response
    = Outcome
    Reframing the Issue
  • 10. Event (Difficult Behavior)
    + New Response
    = Different Outcome
    Reframing the Issue
  • 11. Reframing Attitudes
  • 12. Reframing Attitudes
  • 13. Reframing Attitudes
  • 14. Reframing Attitudes
  • 15. What’s Behind the Behavior?
  • 16. 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
  • 17. 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
  • 18. 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
  • 19. E-mail: nicole@opti-solutions.com
    Visit: www.opti-solutions.com
    Connect:
    Want More Information?
    www.facebook.com/OptimalSolutions
    www.twitter.com/nicolemyoung
    www.linkedin.com/in/nicolemyoung