Dealing with difficult people is only as stressful as you allow it to be. By discovering what makes them difficult we start understanding how to deal with them
This Presentations talks about knowing more about your personality, know more about different types of people that might be difficult. Finally, tips on how to deal with them.
Remember: You could be one of the difficult people so be fair :)
The document discusses strategies for dealing with ten different types of difficult people: 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, and the No Person. For each type of difficult person, the document provides tips on how to communicate effectively with them and turn potential conflicts into cooperation. The conclusion states that while we can't change difficult people, we can communicate with them in a way that influences them to change their own behavior for the better.
The document outlines the key learning objectives of a course on dealing with difficult people. Participants will learn to recognize behavioral traits, determine appropriate actions, confront people when needed, apply preventative strategies, explain what conflict is, and use resolution techniques. It discusses different types of difficult behaviors and personalities, including hostile, aggressive, complainers, quiet, super agreeable, negative, and know-it-alls. The document provides strategies for dealing with difficult people by focusing on changing one's own approach rather than trying to change the other person or situation.
This document provides strategies for dealing with 10 different types of difficult people: 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, and The No Person. It describes the behaviors of each type and gives recommendations such as listening, acknowledging concerns, avoiding defensiveness, and focusing on problem solving to better communicate and work with difficult personalities. The overall message is that by understanding different intents and adapting one's approach, it is possible to interact with challenging people in a way that leads to more cooperation.
This document provides guidance on how to handle difficult people. It begins by describing common traits and behaviors of difficult people, such as being pushy, hostile, or complaining frequently. It then discusses various strategies for coping with difficult interactions, such as remaining calm, removing yourself from the situation, or changing your attitude. The bulk of the document categorizes and profiles eight common types of difficult people, like "steamrollers" and "know-it-alls," and recommends behaviors to use with each type, such as standing up to steamrollers while asking open-ended questions of "clams." General tips are offered like using "I" statements and listening actively. The document concludes by providing steps to develop an action plan for dealing with
This document provides guidance on dealing with difficult personalities. It identifies common difficult personality types like bullies, ego-centered individuals, passive-aggressive people, and loners. For each type, it describes their behaviors and recommends leadership strategies. These include maintaining control, appealing to egos, focusing on tasks, encouraging positive change, and getting neutral help if needed. As a last resort, leaders may need to take punitive action, but should always document situations carefully and lead by example. The overall message is for leaders to understand different personalities and bring out the best in their people.
This Presentations talks about knowing more about your personality, know more about different types of people that might be difficult. Finally, tips on how to deal with them.
Remember: You could be one of the difficult people so be fair :)
The document discusses strategies for dealing with ten different types of difficult people: 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, and the No Person. For each type of difficult person, the document provides tips on how to communicate effectively with them and turn potential conflicts into cooperation. The conclusion states that while we can't change difficult people, we can communicate with them in a way that influences them to change their own behavior for the better.
The document outlines the key learning objectives of a course on dealing with difficult people. Participants will learn to recognize behavioral traits, determine appropriate actions, confront people when needed, apply preventative strategies, explain what conflict is, and use resolution techniques. It discusses different types of difficult behaviors and personalities, including hostile, aggressive, complainers, quiet, super agreeable, negative, and know-it-alls. The document provides strategies for dealing with difficult people by focusing on changing one's own approach rather than trying to change the other person or situation.
This document provides strategies for dealing with 10 different types of difficult people: 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, and The No Person. It describes the behaviors of each type and gives recommendations such as listening, acknowledging concerns, avoiding defensiveness, and focusing on problem solving to better communicate and work with difficult personalities. The overall message is that by understanding different intents and adapting one's approach, it is possible to interact with challenging people in a way that leads to more cooperation.
This document provides guidance on how to handle difficult people. It begins by describing common traits and behaviors of difficult people, such as being pushy, hostile, or complaining frequently. It then discusses various strategies for coping with difficult interactions, such as remaining calm, removing yourself from the situation, or changing your attitude. The bulk of the document categorizes and profiles eight common types of difficult people, like "steamrollers" and "know-it-alls," and recommends behaviors to use with each type, such as standing up to steamrollers while asking open-ended questions of "clams." General tips are offered like using "I" statements and listening actively. The document concludes by providing steps to develop an action plan for dealing with
This document provides guidance on dealing with difficult personalities. It identifies common difficult personality types like bullies, ego-centered individuals, passive-aggressive people, and loners. For each type, it describes their behaviors and recommends leadership strategies. These include maintaining control, appealing to egos, focusing on tasks, encouraging positive change, and getting neutral help if needed. As a last resort, leaders may need to take punitive action, but should always document situations carefully and lead by example. The overall message is for leaders to understand different personalities and bring out the best in their people.
This document provides information about dealing with difficult people in work situations. It discusses different types of difficult people like cranky, aggressive, subtle snipers, complainers, and silent people. For each type, it offers strategies on how to approach them and provides constructive feedback. The key strategies discussed are changing your own attitude, changing their attitude, taking a stand if needed, or running as a last resort. The document emphasizes understanding different perspectives, not taking things personally, and focusing on changing your own responses rather than trying to change the difficult person.
This document discusses different types of difficult people at work and strategies for dealing with them. It identifies cranky, aggressive, subtle snipers, complainers, and silent people as types of difficult individuals. For each type, it provides tips, such as determining the real message from a cranky person, standing up confidently to aggressors, questioning subtle snipers, responding with optimism to complainers, and not filling silence for silent people. Overall, it advises not making excuses for difficult behavior, not trying to beat them at their own game, and continuing to practice effective responses.
The document discusses how to deal with difficult people by following four steps: understanding yourself, managing yourself, understanding the other person, and doing something to change the relationship. It defines types of difficult people and common beliefs they may hold. Some tips for influencing others include starting with compliments, praising progress, and letting the other person save face. Interviews can help understand someone's values to predict their behavior and find approaches to respect them. Having an action plan that anticipates reactions is also advised for dealing with difficult individuals.
Dealing with "Difficult" People: A Guide to Conflict ResolutionG&A Partners
This document summarizes a presentation on dealing with difficult people and resolving conflicts. The presentation covered recognizing different types of difficult personalities like bullies, complainers, and know-it-alls. It provided tips for communicating effectively and resolving conflicts with different personalities. The presentation also discussed common causes of conflicts, constructive and destructive impacts of conflicts, and methods for resolving conflicts like withdrawal, compromise and collaboration.
This document discusses having difficult conversations in the workplace. It outlines that people dislike difficult conversations because they take time, involve emotions, and can cause conflict. However, having the conversations (action) is better than no action, as problems will escalate without action. The document provides a 3-step process for handling difficult conversations: 1) gain clarity on the issue by separating facts from feelings, 2) overcome the instinct to avoid the conversation, and 3) deliver the message in a direct but sensitive way using "I" statements. The goal is to have productive discussions to improve relationships and work productivity.
This document provides guidance on coping with difficult people. It outlines that (1) managing one's own emotions is key before dealing with difficult individuals, as it allows for clearer thinking. (2) Our emotions are shaped more by our own beliefs and self-talk rather than external events. (3) When upset by others, we have given them permission to disturb us by the beliefs and demands we place on their behavior. The document then provides strategies for coping with difficult people, including acknowledging one's preferences rather than demands, expressing annoyance constructively, and managing one's emotional reaction.
This document discusses how to foster accountability in the workplace. It argues that taking ownership of assignments and outcomes is important for workplace culture, results, and morale. It advises the reader to reflect on their mindset when accepting challenges and how they solve problems, own results, and learn from experiences. The document provides questions to consider when assigning ownership, holding others accountable, and questions to ask when problems occur that focus on solutions rather than blame.
Need to take control of a sales pitch, meeting, focus group or training session but can't call people out on their bad behaviour? Here are five fun strategies that sort out the texting, nodding off, chatting or endless questions without the stress!
Slides to accompany a bite-size training session on handling difficult people. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
This document discusses developing assertiveness, including defining passive, aggressive, and assertive behaviors. It emphasizes that assertiveness is an important life skill and covers techniques for handling criticism in general and against ideas specifically, such as fogging and negative inquiry. The document concludes with a role play exercise and notes that behaving assertively improves self-esteem and leads to being more valued and respected.
This document discusses different types of difficult people and how to deal with them. It identifies aggressive people who try to control situations, argumentative people who discredit others' views, blowhards who don't know what they're talking about but act like experts, indecisive people who overanalyze and never commit to decisions, pessimists who bring down morale, chronic complainers who provide little useful information, and more. It concludes by noting that difficult people are everywhere, and the best way to handle them is through effective communication skills. Mastering how to communicate with unreasonable people can lead to less stress, stronger relationships, and greater leadership abilities.
The document discusses different types of difficult people and strategies for dealing with them. It identifies bullies, dozers, firehoses, stallers, silent types, indecisives, snipers, control freaks, and super-agreeables as common difficult personalities. Some tips for dealing with these personalities include preparing yourself, focusing on solutions, not allowing interruptions, taking action independently, surfacing concerns, and building trust. The overall message is on maintaining composure, focusing on the issues not the person, and using communication skills effectively when handling conflict with difficult individuals.
Here are two ideas I can deploy from the document:
1. Create an effective elevator speech using the Premise-Pain-People-Proof-Purpose structure to influence others and effectively network.
2. Influence others using the principle of consistency by ensuring my words, beliefs, attitudes and actions align so that I appear consistent and trustworthy.
The document discusses strategies for dealing with difficult people. It identifies different types of difficult personalities, including aggressors like "The Tank" and passives like "The Whiner." Effective communication is key, such as being aware of body language and generational differences. The document recommends maintaining confidence, having realistic expectations, not trying to change the difficult person, refusing to play their games, and creating a strategy for dealing with them. Specific techniques are outlined, like pacing, backtracking, clarifying intent, and agreeing to disagree. Scenarios provide examples of difficult situations and strategies to address them.
This document discusses the importance of feedback in developing competencies and improving recruitment and development processes. It notes that feedback involves both giving and receiving communication and can reveal blind spots, and that it should be given thoughtfully and voluntarily to help employees choose areas to improve. The document encourages selecting raters and a plan to get feedback, thanking those who provide it, in order to gain a balanced perspective and continue learning and developing skills.
The document discusses 9 key leadership competencies: passion, humor, courage, integrity and trust, energy/vitality/enthusiasm, building a team, setting priorities, creativity, and vision. It provides definitions and examples for each competency, emphasizing that leadership requires a combination of management skills, financial acumen, and these interpersonal behaviors. Leaders are encouraged to reflect on their strengths and areas for improvement across these competencies in order to effectively guide their organizations to success.
This document discusses strategies for dealing with difficult people. It defines different types of difficult people, such as hostile coworkers, chronic complainers, and know-it-alls. It then provides five core rules for dealing with difficult people, such as not taking them personally and not trying to change them. The document outlines approaches for dealing with difficult people, including examining your own reactions, discussing issues with others, and being direct while maintaining a respectful tone. It emphasizes controlling your own responses rather than trying to change the difficult person.
This document discusses strategies for dealing with difficult library patrons. It begins by defining difficult patrons as those who complain, are dissatisfied with service, or feel they need to yell to be heard. It then examines different patron personalities and types of difficult patrons. The document outlines what patrons want from customer service and provides tips for communicating effectively with difficult patrons, such as focusing on solutions, sticking with challenges, and giving patrons a way to save face. It emphasizes preparing for difficult situations through policies, communication skills training, and staying responsive rather than reactionary.
This document provides information about dealing with difficult people in work situations. It discusses different types of difficult people like cranky, aggressive, subtle snipers, complainers, and silent people. For each type, it offers strategies on how to approach them and provides constructive feedback. The key strategies discussed are changing your own attitude, changing their attitude, taking a stand if needed, or running as a last resort. The document emphasizes understanding different perspectives, not taking things personally, and focusing on changing your own responses rather than trying to change the difficult person.
This document discusses different types of difficult people at work and strategies for dealing with them. It identifies cranky, aggressive, subtle snipers, complainers, and silent people as types of difficult individuals. For each type, it provides tips, such as determining the real message from a cranky person, standing up confidently to aggressors, questioning subtle snipers, responding with optimism to complainers, and not filling silence for silent people. Overall, it advises not making excuses for difficult behavior, not trying to beat them at their own game, and continuing to practice effective responses.
The document discusses how to deal with difficult people by following four steps: understanding yourself, managing yourself, understanding the other person, and doing something to change the relationship. It defines types of difficult people and common beliefs they may hold. Some tips for influencing others include starting with compliments, praising progress, and letting the other person save face. Interviews can help understand someone's values to predict their behavior and find approaches to respect them. Having an action plan that anticipates reactions is also advised for dealing with difficult individuals.
Dealing with "Difficult" People: A Guide to Conflict ResolutionG&A Partners
This document summarizes a presentation on dealing with difficult people and resolving conflicts. The presentation covered recognizing different types of difficult personalities like bullies, complainers, and know-it-alls. It provided tips for communicating effectively and resolving conflicts with different personalities. The presentation also discussed common causes of conflicts, constructive and destructive impacts of conflicts, and methods for resolving conflicts like withdrawal, compromise and collaboration.
This document discusses having difficult conversations in the workplace. It outlines that people dislike difficult conversations because they take time, involve emotions, and can cause conflict. However, having the conversations (action) is better than no action, as problems will escalate without action. The document provides a 3-step process for handling difficult conversations: 1) gain clarity on the issue by separating facts from feelings, 2) overcome the instinct to avoid the conversation, and 3) deliver the message in a direct but sensitive way using "I" statements. The goal is to have productive discussions to improve relationships and work productivity.
This document provides guidance on coping with difficult people. It outlines that (1) managing one's own emotions is key before dealing with difficult individuals, as it allows for clearer thinking. (2) Our emotions are shaped more by our own beliefs and self-talk rather than external events. (3) When upset by others, we have given them permission to disturb us by the beliefs and demands we place on their behavior. The document then provides strategies for coping with difficult people, including acknowledging one's preferences rather than demands, expressing annoyance constructively, and managing one's emotional reaction.
This document discusses how to foster accountability in the workplace. It argues that taking ownership of assignments and outcomes is important for workplace culture, results, and morale. It advises the reader to reflect on their mindset when accepting challenges and how they solve problems, own results, and learn from experiences. The document provides questions to consider when assigning ownership, holding others accountable, and questions to ask when problems occur that focus on solutions rather than blame.
Need to take control of a sales pitch, meeting, focus group or training session but can't call people out on their bad behaviour? Here are five fun strategies that sort out the texting, nodding off, chatting or endless questions without the stress!
Slides to accompany a bite-size training session on handling difficult people. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
This document discusses developing assertiveness, including defining passive, aggressive, and assertive behaviors. It emphasizes that assertiveness is an important life skill and covers techniques for handling criticism in general and against ideas specifically, such as fogging and negative inquiry. The document concludes with a role play exercise and notes that behaving assertively improves self-esteem and leads to being more valued and respected.
This document discusses different types of difficult people and how to deal with them. It identifies aggressive people who try to control situations, argumentative people who discredit others' views, blowhards who don't know what they're talking about but act like experts, indecisive people who overanalyze and never commit to decisions, pessimists who bring down morale, chronic complainers who provide little useful information, and more. It concludes by noting that difficult people are everywhere, and the best way to handle them is through effective communication skills. Mastering how to communicate with unreasonable people can lead to less stress, stronger relationships, and greater leadership abilities.
The document discusses different types of difficult people and strategies for dealing with them. It identifies bullies, dozers, firehoses, stallers, silent types, indecisives, snipers, control freaks, and super-agreeables as common difficult personalities. Some tips for dealing with these personalities include preparing yourself, focusing on solutions, not allowing interruptions, taking action independently, surfacing concerns, and building trust. The overall message is on maintaining composure, focusing on the issues not the person, and using communication skills effectively when handling conflict with difficult individuals.
Here are two ideas I can deploy from the document:
1. Create an effective elevator speech using the Premise-Pain-People-Proof-Purpose structure to influence others and effectively network.
2. Influence others using the principle of consistency by ensuring my words, beliefs, attitudes and actions align so that I appear consistent and trustworthy.
The document discusses strategies for dealing with difficult people. It identifies different types of difficult personalities, including aggressors like "The Tank" and passives like "The Whiner." Effective communication is key, such as being aware of body language and generational differences. The document recommends maintaining confidence, having realistic expectations, not trying to change the difficult person, refusing to play their games, and creating a strategy for dealing with them. Specific techniques are outlined, like pacing, backtracking, clarifying intent, and agreeing to disagree. Scenarios provide examples of difficult situations and strategies to address them.
This document discusses the importance of feedback in developing competencies and improving recruitment and development processes. It notes that feedback involves both giving and receiving communication and can reveal blind spots, and that it should be given thoughtfully and voluntarily to help employees choose areas to improve. The document encourages selecting raters and a plan to get feedback, thanking those who provide it, in order to gain a balanced perspective and continue learning and developing skills.
The document discusses 9 key leadership competencies: passion, humor, courage, integrity and trust, energy/vitality/enthusiasm, building a team, setting priorities, creativity, and vision. It provides definitions and examples for each competency, emphasizing that leadership requires a combination of management skills, financial acumen, and these interpersonal behaviors. Leaders are encouraged to reflect on their strengths and areas for improvement across these competencies in order to effectively guide their organizations to success.
This document discusses strategies for dealing with difficult people. It defines different types of difficult people, such as hostile coworkers, chronic complainers, and know-it-alls. It then provides five core rules for dealing with difficult people, such as not taking them personally and not trying to change them. The document outlines approaches for dealing with difficult people, including examining your own reactions, discussing issues with others, and being direct while maintaining a respectful tone. It emphasizes controlling your own responses rather than trying to change the difficult person.
This document discusses strategies for dealing with difficult library patrons. It begins by defining difficult patrons as those who complain, are dissatisfied with service, or feel they need to yell to be heard. It then examines different patron personalities and types of difficult patrons. The document outlines what patrons want from customer service and provides tips for communicating effectively with difficult patrons, such as focusing on solutions, sticking with challenges, and giving patrons a way to save face. It emphasizes preparing for difficult situations through policies, communication skills training, and staying responsive rather than reactionary.
Dealing With Difficult People Leadership DayWilliam Chaney
The document provides guidance on handling difficult people by keeping calm and maintaining a healthy attitude. It discusses challenging behaviors like blaming, manipulating, and complaining. The biblical model for conflict involves privately addressing issues before escalating to others. Managing emotions, understanding communication styles, and using conflict management strategies can help deal with difficult situations.
How to deal with difficult people at workplacenick_3
Delivered on 31.03.2015 at DMS, PIEAS, Islamabad, Pakistan to the class of communication skills.
One of the assignments given by Dr. Tariq Majeed to the class of MS Radiation and Medical Oncology (RMO) Session 2014-16,
This document discusses various aspects of professionalism in the workplace including dress code, communication methods like email and social media, understanding company and industry culture, and self-reflection. It provides tips for professional conduct and communicating appropriately via different mediums. The document also prompts reflection on professional growth and getting feedback to improve professional skills through surveys.
This document provides guidance on professional behaviors for early childhood educators. It discusses the importance of showing up on time, maintaining good hygiene and dress, following rules, communicating effectively both verbally and in writing, being flexible, taking initiative, having a positive attitude, and leaving personal problems at home. It also discusses dressing appropriately for work, being a team player, understanding child development, supporting families, and maintaining high standards in the field.
This document outlines key aspects of professionalism in the workplace. It discusses characteristics like sound judgment, business savvy, and problem solving that professionals exhibit. It also covers appearance expectations like being well-groomed and dressing appropriately. Time management is important for professionals, which includes being punctual, efficient, and meeting deadlines. Professional etiquette involves phone and customer service skills like speaking courteously and making customers a priority. The document concludes with discussing the "4Cs to Success" - communication, coordination, cooperation, and commitment.
This document provides guidance on developing professionalism. It discusses that professionalism requires skills, knowledge, positive attitudes, good behavior, and a proper appearance. It emphasizes that one's self-image and how others perceive you are important. The key building blocks of professionalism are listed as physical appearance, behavior, communication, body language, personal hygiene, self-respect, time management, and etiquette. Specific tips are provided in each of these areas. The document stresses maintaining a positive attitude, honesty, integrity, and being a role model as important aspects of professionalism.
This document discusses professionalism and its key characteristics. It defines professionalism as the conduct and qualities that characterize a professional person. Some characteristics of a professional include being honest, skilled, courteous, reliable, considerate, dependable, and cooperative. The document also outlines behaviors that are considered unprofessional such as arguing, insults, verbal outbursts, harassment, threats, and physical actions toward others. Finally, it discusses how people judge professionalism based on one's attitude, demeanor, communication, image, competence, appearance, and behavior.
The document discusses strategies for dealing with difficult people and improving team dynamics. It identifies 10 types of difficult people and suggests focusing on understanding people's behaviors and intents. It also outlines five dysfunctions that can undermine team performance: absence of trust, fear of conflict, lack of commitment, avoidance of accountability, and inattention to results. The document provides tips for overcoming each dysfunction, such as developing vulnerability-based trust, acknowledging the value of constructive conflict, and establishing clear goals, standards, and responsibilities.
This document discusses leadership blind spots and overcoming them. It defines blind spots as unproductive behaviors that undermine business results and relationships. It then lists 10 common leadership blind spots: going it alone, being insensitive to impact on others, having an "I know" attitude, avoiding difficult conversations, blaming others, treating commitments casually, conspiring against others, withholding emotional commitment, not taking a stand, and tolerating "good enough." The document provides strategies for identifying one's own blind spots with empathy exercises and feedback from others. It emphasizes the importance of being 100% accountable for one's actions and results.
Interpersonal Skills include communication skills as persuading, listening, and influencing; Leadership skills as prob;em solving, decision making, conflict resolution and finally Team Management as delegating and motivating
Diversity and culture competence are factors as well
http:/www.saharconsulting.com
Training "Let's talk E-Motion". Emotional Intelligence in Consulting.PeOrg Consult Ltd
This document discusses emotional intelligence at the individual and group level. It defines emotional intelligence and outlines its five core abilities. These include knowing one's emotions, managing emotions, motivating oneself, recognizing emotions in others, and handling relationships. The document also discusses emotions, ways of dealing with emotions, asking effective questions, and strategies for emotional talks. Finally, it outlines norms and behaviors that can help develop emotional intelligence in groups, such as taking time to understand each other, seeking feedback, and creating an affirmative environment.
Aspire Leadership Presence and Impact Workshop SlidesDr Sam Collins
This document discusses leadership presence and impact. It introduces the Aspire 2022 Presence and Impact Model, which focuses on authenticity, activity, agility, and authority. Authenticity involves knowing yourself through understanding your strengths, talents, and passions. Authority requires having knowledge and expertise to demonstrate thought leadership. The document provides tips for women to develop their presence and impact, such as challenging themselves, drawing out other women, and addressing interruptions. It emphasizes adapting communication style to continue having influence.
Conflict occurs when there are incompatible needs or differing opinions between parties. There are two main approaches to dealing with conflict: conflict management, which tries to manage the conflict without ensuring all parties use the same process, and conflict resolution, which aims to create a solution satisfying all involved. Groups can either fear and avoid conflict, resulting in decreased productivity, or embrace debate and discussion, allowing them to solve problems and access diverse perspectives quickly. The document then discusses types of conflict and assessing conflict handling modes before providing an overview of coaching and effective communication.
This document provides an overview of effective communication strategies when dealing with different personality types. It discusses 10 key personality types, labeled as "Tanks", "Snipers", "Grenades", etc. For each type, it outlines typical traits, potential problematic responses to avoid, and recommended goal and strategies. Some strategies discussed include blending to build rapport, redirecting conversations, understanding emotions and viewpoints, and using techniques like AMPP (Ask, Mirror, Paraphrase, Prime) or STATE (Share facts, Tell story, Ask paths, Encourage testing). It also explains a model for how individuals typically respond to stimuli through a path of seeing/hearing, telling a story, feeling, and acting. The document
This document discusses emotional intelligence and conflict resolution. It defines emotional intelligence as the ability to understand and manage one's own emotions and those of others. The document then covers the history of the concept, differences between EQ and IQ, clusters of emotional intelligence including self-awareness and self-management, types of conflicts, and techniques for resolving conflicts such as preparing, owning responsibility, finding solutions together, and agreeing on a plan of action.
Emotional Intelligence (EI), the key to improving client building, existing relationships,
negotiation techniques and leadership skills, can best be taught, accessed, coached,
developed and enhanced by using improvisation techniques to support emotive learning.
Cognitive learning is less effective because it is knowledge‐based. As such, comprehending
the concepts of EI is not enough. Increasing one’s EI is like exercising a muscle rather than
learning more about a topic. It requires the appropriate action and reinforcement ‐‐ much
like lifting weights to develop stronger muscles rather than reading an exercise book.
This document discusses perseverance and how people can overcome obstacles. It explains that perseverance is achieving positive growth through adversity and is a process of choices rather than a personality trait. It outlines 5 things resilient people do: 1) believe growth is a choice, 2) stare down hard reality, 3) find a higher meaning, 4) visualize the extraordinary, and 5) take specific action. Application exercises are provided for each step to help the reader apply the strategies to their own challenges.
This document discusses techniques for handling difficult people. It notes that conflict at work is often avoidable and line managers can both cause and solve conflicts. It emphasizes active listening skills like mirroring language, confirming understanding, and finding common ground. Nonverbal communication like body language and tone are identified as more influential than words alone. Role playing exercises are presented as tools to practice pacing interactions, understanding intent, and positively directing discussions.
This document discusses key concepts in interpersonal communication including empathy, self-disclosure, communication climate, acceptance, conflict resolution strategies like nonviolent communication, and assertive versus passive and aggressive behaviors. It provides definitions and examples of these concepts to improve understanding of effective interpersonal interactions. The document is intended as a guide to developing strong interpersonal skills for situations like interviews, group discussions, and presentations.
This document provides an overview and agenda for a training on body language and non-verbal communication. It discusses how over 90% of communication is non-verbal and covers gender differences, attention spans, recognizing signals, and meanings behind various hand gestures, facial expressions, and body positions. The goal is for participants to learn how to better understand clients' non-verbal cues and manage their own signals in interactions.
Introduction to the Myers-Briggs Personality TypeSabrina Goff
This document introduces the Myers-Briggs personality type assessment. It discusses the eight processes used to determine personality type, including extraversion/introversion, sensing/intuition, thinking/feeling, and judging/perceiving. The goal is to help individuals understand their personality preferences and how they can apply that understanding to clarify their strengths and fit between themselves and potential career paths. Understanding type can provide benefits such as insight into one's motivations, strengths, how one perceives differences, and what tasks may be easier or more difficult.
This document discusses attitudes and customer service. It begins by defining attitude and explaining how attitude, behavior, and habits are related. It emphasizes that having a positive attitude makes everything easier and that focusing on positive factors helps one remain positive. The document then discusses effective communication skills like empathy, discipline, responsibility and leadership. It outlines levels of maturity in attitudes and principles of good communication like seeking first to understand. It provides guidance on listening, speaking, feedback and overcoming barriers to communication. Finally, it defines customer service and explains its importance for business, defining customers and the need to keep customers through ongoing efforts.
Unveiling Paul Haggis Shaping Cinema Through Diversity. .pdfkenid14983
Paul Haggis is undoubtedly a visionary filmmaker whose work has not only shaped cinema but has also pushed boundaries when it comes to diversity and representation within the industry. From his thought-provoking scripts to his engaging directorial style, Haggis has become a prominent figure in the world of film.
Christian Louboutin: Innovating with Red Solesget joys
Christian Louboutin is celebrated for his innovative approach to footwear design, marked by his trademark red soles. This in-depth look at his life and career explores the origins of his creativity, the milestones in his journey, and the impact of his work on the fashion industry. Learn how Louboutin's bold vision and dedication to excellence have made his brand synonymous with luxury and style.
Everything You Need to Know About IPTV Ireland.pdfXtreame HDTV
The way we consume television has evolved dramatically over the past decade. Internet Protocol Television (IPTV) has emerged as a popular alternative to traditional cable and satellite TV, offering a wide range of channels and on-demand content via the internet. In Ireland, IPTV is rapidly gaining traction, with Xtreame HDTV being one of the prominent providers in the market. This comprehensive guide will delve into everything you need to know about IPTV Ireland, focusing on Xtreame HDTV, its features, benefits, and how it is revolutionizing TV viewing for Irish audiences.
Orpah Winfrey Dwayne Johnson: Titans of Influence and Inspirationgreendigital
Introduction
In the realm of entertainment, few names resonate as Orpah Winfrey Dwayne Johnson. Both figures have carved unique paths in the industry. achieving unparalleled success and becoming iconic symbols of perseverance, resilience, and inspiration. This article delves into the lives, careers. and enduring legacies of Orpah Winfrey Dwayne Johnson. exploring how their journeys intersect and what we can learn from their remarkable stories.
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Early Life and Backgrounds
Orpah Winfrey: From Humble Beginnings to Media Mogul
Orpah Winfrey, often known as Oprah due to a misspelling on her birth certificate. was born on January 29, 1954, in Kosciusko, Mississippi. Raised in poverty by her grandmother, Winfrey's early life was marked by hardship and adversity. Despite these challenges. she demonstrated a keen intellect and an early talent for public speaking.
Winfrey's journey to success began with a scholarship to Tennessee State University. where she studied communication. Her first job in media was as a co-anchor for the local evening news in Nashville. This role paved the way for her eventual transition to talk show hosting. where she found her true calling.
Dwayne Johnson: From Wrestling Royalty to Hollywood Superstar
Dwayne Johnson, also known by his ring name "The Rock," was born on May 2, 1972, in Hayward, California. He comes from a family of professional wrestlers, with both his father, Rocky Johnson. and his grandfather, Peter Maivia, being notable figures in the wrestling world. Johnson's early life was spent moving between New Zealand and the United States. experiencing a variety of cultural influences.
Before entering the world of professional wrestling. Johnson had aspirations of becoming a professional football player. He played college football at the University of Miami. where he was part of a national championship team. But, injuries curtailed his football career, leading him to follow in his family's footsteps and enter the wrestling ring.
Career Milestones
Orpah Winfrey: The Queen of All Media
Winfrey's career breakthrough came in 1986 when she launched "The Oprah Winfrey Show." The show became a cultural phenomenon. drawing millions of viewers daily and earning many awards. Winfrey's empathetic and candid interviewing style resonated with audiences. helping her tackle diverse and often challenging topics.
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2. Dealing with Difficult People
Learning Objectives
Learn methods to stay on track, when difficult
people want to derail you
Set stage for collaboration not conflict
Identify types of difficult people, their thoughts,
fears and reasons for their behaviours
Learn strategies to deal with these behaviours
Angelis Consulting 2002
3. What is a difficult person?
They don’t do what you want them to
They do what you don’t want them to
You don’t know to do about it!
YIKES !
Angelis Consulting 2002
4. Who is difficult for YOU?
What do they do that pushes your
buttons?
What is your usual response?
Angelis Consulting 2002
5. Reactive
Stimulus Response
What are your reactive responses?
Angelis Consulting 2002
6. Proactive
Stimulus Choice Response
What would you like your proactive response to
look like?
Angelis Consulting 2002
7. What Difficult People Do . . .
Loud
Overbearing Look at me; I’m very
important
Physically or verbally abusive
Tyrants
Indecisive
Explosive
Angelis Consulting 2002
8. What else do they do?
Nag, whine, complain
Lie
Sabotage relationships
Lack integrity
For most, the cause is anger or fear, for
others it is a technique.
Angelis Consulting 2002
9. I don’t work here, I’m a consultant.
I will always cherish the initial
misconceptions I had about you.
You are validating my inherent distrust
of strangers.
Angelis Consulting 2002
10. Causes of Anger
Anger comes from an empty place they are
trying to cover up. It has less to do with you
than you think.
Anger has two causes: the cause of the
distress and the exacerbating helplessness
when no one listens.
Fear, being needy, self indulgent, resistant to
change, insist on being right, see themselves
as victims
Angelis Consulting 2002
11. Special Techniques for
Talking with Angry Clients
Listen and remember their anger is not
personal; they are angry at the problem.
Apologize and acknowledge both the
message and their feelings in a sincere
manner.
Sympathize and draw out what happened.
Accept responsibility for the problem.
Prepare to help, ask questions and convey
personal caring.
Angelis Consulting 2002
12. Your Options for Dealing With
Difficult People
Stay and do nothing at all
Stay and accept their behaviour
Stay and change your attitudes and
behaviour so that you can change your
relationship with the difficult person
(proactive response)
Leave
Angelis Consulting 2002
13. 3 Steps for Dealing with
Difficult People
Kn
ow
le!
wh
xi b
at
fl e
yo
Be
uwa
Pay close attention! nt!
Angelis Consulting 2002
14. Staying on Track
1) Have a direction that is positive and specific –
knowing what you want in regards to the
difficult person
“ if the results you are getting are not the results you want to
be getting, then what has to change?”
“where there is no vision people perish”
2) Paying close attention to behaviour rather
than assumptions
Hearing-seeing-doing
Purge your assumptions (voice, body posture, facial
expressions etc.)
Analyze others’ assumptions about YOU!
Pretend you are a neutral third party
Angelis Consulting 2002
15. Staying on Track
3) Be Flexible!
• deviate from what you have been doing
• Introduce a new variable into the dynamics of the relationship with
the difficult person!
Angelis Consulting 2002
16. I see you have set aside this special
time to humiliate yourself in public!
You sound reasonable . . . (time to up
my medication).
I’ll try being nicer if you try being
smarter!
Angelis Consulting 2002
21. Pacing
Reduce your differences
Find common ground
Minimize insecurity and defensiveness
Match: syntax
tone
actions
understand the other’s
considerations
Angelis Consulting 2002
22. What we respond to . . . .
55% visual
38% sound (tone)
7% actual words
Angelis Consulting 2002
23. Pace Their
Physical
Posture, facial expressions and gestures
Rate of speech
Mental
Words and phrases
Tone, tempo and volume
Emotional
Mood and emotion
Angelis Consulting 2002
24. Remember when you pace
Pay attention
Be flexible enough to meet them on the
common ground that you’ll find
Don’t over do it – be aware of timing
Angelis Consulting 2002
25. Thank you. We’re all refreshed and
challenged by your unique point of view.
The fact that no one understands you
doesn’t mean you’re an artist.
I don’t know what your problem is but I’ll
bet it’s hard to pronounce.
Angelis Consulting 2002
26. The Last 7% - The Words
Basic Needs in Communication
Need to be valued
Make them know you hear them
Backtracking – repeat in THEIR words
Need to be understood
Clarify, paraphrase in YOUR words
Ask questions
Angelis Consulting 2002
27. 4 Parts of Communication
1. Intent
2. Criteria
3. Content
4. Process (55%, 38%, 7%)
Angelis Consulting 2002
28. Steps
State your positive intent.
Validate their concerns
State relevant criteria.
What needs, desires and motivators need
to be satisfied
Content positive and forward moving
Pay Attention to the process
(55%, 38%, 7%)
Angelis Consulting 2002
30. Task
Analytics Rulers
Accurate, detail oriented, Bottom-line directors.
and precise. Insufficient When they fear loss of
data causes them to shut control they attack as:
down as:
Tanks, Snipers /
Complainers or / Know-It-alls
Passive No people Aggressive
Relators Entertainers
Sensitive people-people
Decisive, enthusiastic
that thrive on personal
performers. When their act
contact. To avoid nasty
is ignored, they play the role
confrontations they “get
of
along”
Grenades or/
Yes People or/
Think-They-Know-It-Alls
Maybe people
People
Angelis Consulting 2002
32. The Ruler Gone Baaaaad!
1) Tank
Abrupt, intimidating and
pushy
Hostile, aggressive bullies
that run right over you
Communication Goals:
Stand your ground
give them time to run down
Be firm with your comments, pace the intensity
Go for completion
Express your interests assertively
Pace the intent – to get things done
Angelis Consulting 2002
33. 2) Sniper
Covert hostility emerges as wisecracks and
cutting remarks!
Really angry at their goals being blocked
In turn, they take opportunities to block yours!
Communication Goals:
Bring the grievance to the
surface, call attention to
sarcasm
Provide a peaceful alternative
Determine if group agrees or
disagrees with sniper’s opinion
Get specific about legitimate
problems brought to the surface
Angelis Consulting 2002
34. 3) The Know it All
Arrogant experts
Grew up in an atmosphere of
certainty
Need to be perceived as
knowing everything to avoid
punishment
Communication Goals:
Get them to consider your alternatives
You must be knowledgeable yourself
Listepn and acknowledge their comments
Present your idea as a detour (a possibility for
the future!)
Guard against your own tendency to be a “know
it all” !
Angelis Consulting 2002
35. Stressed Out Analytics
4) Chronic Complainers
Whining, always finding
fault, never solutions
Cannot make decisions!
Communication Goals:
Get them to switch to problem solving!
Listen attentively (let them relieve their stress)
Interrupt lightly and firmly and ask specific questions
(but not why)
Don’t agree with the complaints – state the facts
Assign them tasks – to track specifics
Set a time limit on discussion and ask how they want
the conversation to end
If they complain about another person - redirect
them to that person
Angelis Consulting 2002
36. 5) No!!! People
Negative and pessimistic, they can throw a wet
blanket over the entire organization
Want to protect everyone from making mistakes
Communication Goals:
Avoid being dragged in
Take the time to specify
the issues
Identify the risks
(negatives) and
acknowledge them
before they can – use
them as a resource
Be prepared to take
action by yourself
Angelis Consulting 2002
37. Relators Under Stress
6) Maybe People
Don’t want to step on toes –
so don’t make decisions
until it is too late
Communication Goals:
Make it safe for them to be honest
Reassure that that your relationship will improve
Have an honest dialogue
Problem solve any issues, use the facts
Prioritize alternatives
Give them support for their decision
Leave the action steps in your hands
Angelis Consulting 2002
38. 7) Yes!!! People
You can trust them to
agree – at all cost!
Don’t follow through
Afraid of disapproval
Communication Goals:
Get them out of the stress response
Reassure and make it safe
Ask specific questions that bring the
problem to the surface
Lead them thru problem solving
Ensure commitment
Angelis Consulting 2002
39. Stressed Out Entertainers
8) Grenades
Temper tantrums
Defense to cope with fear,
frustration, loss of face
Communication Goals:
Help them regain self control
Get their attention and show your
concern for their prestige
Take time out
Find out what triggered the
explosion in the first place!
Angelis Consulting 2002
40. 9) Think They Know It Alls
Their grand ideas that lead down
roads that go nowhere
Communication Goals:
State the facts
using I statements
Get their idea put
aside without
making them look
bad
Do not inhale the
hot air
Angelis Consulting 2002
41. 10) Nothing People
Seal up, and say nothing
Communication Goals:
Reassure and make it safe
Ask open ended questions
Provide an opportunity to respond, look
expectantly and wait
Angelis Consulting 2002
42. Any connection between your reality
and mine is purely coincidental.
I have plenty of talent and vision. I just
don’t give a damn.
I like you. You remind me of when I
was young and stupid.
Angelis Consulting 2002
43. You don’t need to be a shrink!
This is not a quick fix!
We need to respond differently to
people to encourage a different
response from them
Angelis Consulting 2002
44. The least you need to know
Most difficult people aren’t disturbed or crazy
Some people don’t know how to act in less
difficult ways
Most people are difficult because of
What they have learned
How they are rewarded for their behaviour
Understanding why makes dealing with them
less difficult
Angelis Consulting 2002
45. What am I ? Flypaper for Freaks!
I’m not being rude. You’re just
insignificant.
I’m already visualizing the duct tape
over your mouth.
Angelis Consulting 2002