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.

1. DEALING WITH DIFFICULT PEOPLE Author: Courtesy: Dr. Rick Brinkman Soumindra Chatterjee Dr. Rick Kirschner SIVA SIVANI INSTITUTE OF MANAGEMENT

2. ABOUT THE AUTHORS Dr. Rick Brinkman & Dr. Rick Kirschner are professional speakers. Co – authors of the bestselling audio-video tapes and book How to Deal with Difficult People and the best selling book Dealing with People You Can’t Stand. They have shared their insights with audiences worldwide through their company R & R Productions. Dr. R Brinkman Dr. R Kirschner

3. ABOUT THE BOOK Identify ten bothersome behaviors Deal successfully with each of them Understand the thought and fears of difficult people An understanding of whom we are dealing with and what motivates them Turn conflict into cooperation

4. DEALING WITH 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 THE NO PERSON

5. CHOOSE YOUR APPROACH 1. Stay and do nothing 2. Vote with your feet 3. Change your attitude 4. Change your behavior

6. UNDERSTAND THE FOUR INTENTS Four general intents that determine how people will react in any situation: Get the task done. Get the task right. Get along with people. Get appreciation from people.

7. UNDERSTAND THE FOUR INTENT GET APPRECIATED THE GRENADE THE FRIENDLY SNIPER THE THINK THEY KNOW – IT - ALL GET IT RIGHT THE WHINER THE NO PERSON THE NOTHING PERSON GET ALONG THE NOTHING PERSON THE YES PERSON THE MAYBE PERSON GET IT DONE THE TANK THE SNIPER THE KNOW IT ALL

8. RECOGNIZE THE RESULTS OF THREATENED INTENTS NORMAL ZONE TASK FOCUS PEOPLE FOCUS GET IT DONE GET IT RIGHT GET ALONG GET APPRECIATED PASSIVE AGGRESSIVE PERFECTIONIST CONTROLLING APPROVAL SEEKING ATTENTION GETTING

9. THE TANK 1. Stand your ground 3. Interrupt 4. Don’t defend, explain, or justify 5. Aim at a “Bottom Line” 6. Peace with Honor

10. THE SNIPER 1. Stop, Look, & Backtrack 2. Ask the “Relevancy” question 3. Distinguish between friendly sniper & malicious sniper 4. If he/she will talk -- LISTEN ! 5. Suggest a friendly future Don’t overreact

11. THE KNOW-IT-ALL 1. Be prepared and know your stuff 2. Don’t resent the Know – It - All 3. Present views politely 5. Acknowledge his/her competence

12. THE THINK THEY KNOW IT ALL 1. Give them a little attention 2. Ask for specifics 3. State facts as you know them 4. Provide a way out 5. Handle alone whenever possible

13. THE WHINER 1. Listen 2. Prepare to interrupt – get specific 3. Acknowledge the complaint 4. Don’t ask Whiners why they’re complaining 5. Use limiting responses 6. Move to problem solving

14. THE MAYBE PERSON 1. Help them voice concerns 2. Provide face-to-face support when possible 3. Use a decision – making process 4. Re – assure and follow through

15. THE YES PERSON Make the Yes Person comfortable Talk Honestly Help them learn to plan Ensure commitment

16. THE NOTHING PERSON Plan enough time Lighten it up Avoid getting angry Show the future

17. THE GRENADE Get the attention Show your concerns Reduce intensity Avoid setting off the Grenade

18. THE NO PERSON Go with the flow Use them as a resource Give them time to think Appreciate the NO person

19. CONCLUSION Even if we can’t change difficult people, we can communicate with them in such a way that they change themselves. It’s a matter of knowing how to get through to them when they’re behaving badly.

21. Courtesy SOUMINDRA CHATTERJEE