Skills for Working With Difficult People in Challenging Situations

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Key skills for handling "difficult" people effectively.

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Skills for Working With Difficult People in Challenging Situations

  1. 1. Skills for Working With Difficult People in Challenging Situations<br />Nicole M. Young, MSW<br />Optimal Solutions Consulting<br />nicole@opti-solutions.com<br />www.opti-solutions.com<br />www.facebook.com/OptimalSolutions<br />
  2. 2. 1. Is Hostile or Aggressive<br />2. “Steamrolls” Over Others<br />3. Constantly Complains<br />4. Is Silent or Unresponsive<br />5. “Knows it All”<br />Common Types of “Difficult” People<br />
  3. 3. Is Ultra-Agreeable<br />Says No to Everything<br />Puts the Brakes On<br />“Attacks” People by Surprise<br />Gossips<br />Common Types of “Difficult” People<br />
  4. 4. The Negative Cycle<br />
  5. 5. The Negative Cycle<br />
  6. 6. The Negative Cycle<br />
  7. 7. The Negative Cycle<br />
  8. 8. E + R = O<br />Reframing the Issue<br />
  9. 9. Event (Difficult Behavior)<br /> + Response <br /> = Outcome<br />Reframing the Issue<br />
  10. 10. Event (Difficult Behavior)<br />+ New Response <br /> = Different Outcome<br />Reframing the Issue<br />
  11. 11. Reframing Attitudes<br />
  12. 12. Reframing Attitudes<br />
  13. 13. Reframing Attitudes<br />
  14. 14. Reframing Attitudes<br />
  15. 15. What’s Behind the Behavior?<br />
  16. 16. Let the person’s negative statements and energy “bounce” off of you.<br />“What gets rewarded gets repeated.”<br />Goal: stay clear-headed so you can assess the situation and determine the appropriate response.<br />3 Key Steps: Deflect<br />
  17. 17. Use non-verbal and verbal communication to neutralize or de-escalate the behavior.<br />Observe, Listen, Reflect & Probe<br />Blend & Contrast<br />Goal: stay calm, show understanding and empathy, find out how you can move from problems to solutions<br />3 Key Steps: Defuse<br />
  18. 18. Model the verbal and non-verbal communication skills you want to see.<br />Neutral language<br />“Yes, and…” instead of “Yes, but…”<br />Not-Your-Typical-I-Statements<br />Validate and move on<br />3 Key Steps: Demonstrate<br />
  19. 19. E-mail: nicole@opti-solutions.com<br />Visit: www.opti-solutions.com<br />Connect: <br />Want More Information?<br />www.facebook.com/OptimalSolutions<br />www.twitter.com/nicolemyoung<br />www.linkedin.com/in/nicolemyoung<br />

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