Understand why some people are \'difficult\' and learn a simple technique to handle them effectively. This short presentation gives a flavour of a bite-size training session that is available at http://www.power-hour.co.uk

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Magic Minutes –
Handle Difficult People

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Are ‘Difficult’ People just ‘Different?
• Some people are very sociable, others value time alone
• Some people need detail before they make a decision,
whereas others like to work on ‘gut instinct’
• Some people are relationship focussed whilst others are task
driven
• Some people love new experiences and change, whilst others
value routine.
Often, the people that we find difficult to understand
or identify with, because they are quite different
from us in terms of the way they think and behave
Magic Minutes 2012

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What’s Driving the Behaviour?
• We don’t all react the
same way to things
because we are all
different under the
surface
• Try to identify what is
driving the behaviour,
and respond to THAT.
Magic Minutes 2012

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Natural Responses to ‘Difficult’ Behaviour
Summarised from the work on Transactional Analysis by Eric Berne
Magic Minutes 2012

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Taking Control of Transactions
Psychologically, the easiest transactions between two people are
complementary transactions, but they are not always
appropriate. Just because someone speaks to you as a ‘critical’
parent, doesn’t mean a ‘dutiful’ child is the BEST response…just
the easiest.
Magic Minutes 2012

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Taking Control of Transactions
If you resist the natural tendency to respond in a complimentary
way, you can cause a ‘crossed’ transaction (by responding FROM
the ‘adult’ and appealing TO the ‘adult). It is hard to maintain a
crossed transaction, so eventually, you will find yourself in a
complimentary transaction (adult to adult)
Magic Minutes 2012

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1. Remember that ‘difficult’ is often just
‘different’.
2. Try not to judge people’s actions based
on your personal values, belief and morals.
3. Think about what might be driving the ‘difficult’
behaviour and respond to that. Sometimes people
attack as a form of defence.
4. Don’t respond in a way that will encourage the difficulty
to persist.
5. Respond in a calm, objective, ‘adult’ way as much as
possible until the other person does the same.
Magic Minutes 2012

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Want More?
Visit our Website http://www.power-
hour.co.uk/trainingshop/prod_1489618-Handle-
Difficult-People-.html to learn more AND for
materials for a bite-size training session
including a FREE key points sheet.
Magic Minutes 2012