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.

1. Dealing with Difficult people

2. How do you define “difficult person” ?

3. Seven classic:

4. Hostile Aggressive

5. Complainant unpleasant querulous

6. Impassive

7. flatterer

8. Negativistic

9. Smart Aleck

10. undecided hesitant

11. But...

12. How to deal with difficult people ?

13. Follow 4 steps: Understanding myself Manage myself Understand the other person Do something to change the relationship with the person

14. Follow 4 steps: Understanding myself √ Manage myself Understand the other person Do something to change the relationship with the person

15. Am I a difficult person ?

16. How do I know ?

17. The beliefs of difficult people

18. I must be loved by all I must be perfect in everything I do Everyone must be perfect I can have little control over what happens to me Discord avoided at all costs People do not change Some people are good and some are bad The world should be perfect and it is terrible when it is not People are fragile and should be protected from the truth There are other people to make me happy and I can’t be happy without them The crises are destructive and you didn’t learn anything from this There is a perfect job and I must find this I should not have problems. If I has, I am incompetent

19. Do you have any of these beliefs ?

20. Follow 4 steps: Understanding myself √ Manage myself √ Understand the other person Do something to change the relationship with the person

21. To change the attitude of the person you must change yours.

22. How Influence Dale Carnigie Start with a compliment and a sincere appreciation Call attention to the mistakes of another person from an indirect way Talk about your own mistakes before criticizing the other person Let the other person save his own prestige

23. How Influence Dale Carnigie Praise the least progress and praise each progress Give the other person a good reputation to ensure Make easy to correct faults Make the other person to feel happy doing what you suggest

24. Follow 4 steps: Understanding myself √ Manage myself √ Understand the other person √ Do something to change the relationship with the person

25. “ ... All the people have a set of values and beliefs that guides their behavior throughout life and especially in meetings with other people ....” Negotiations and influencing Skills: The art of creating and claiming value Brad McRae

26. Interview

27. Interview Factual questions where do you born? Where do you live? Causing Questions Why do you chose this profession? Why do you decide to run your own business? Personal Values Question What will make you change your job? What will make you move from your city?

28. Interview make the analysis : Which values do you realize? When these values was reveled? What kind of dificult behaviors she or he has? What behaviors will be unacceptable to him or her?

29. Interview What you should care: See if you can ask …. Let the person speak ...

30. Interview learn the person’s values helps you : Understand he or she; Improve the way you see the person; Predict the behavior of the person; Learn to respect the person;

31. Follow 4 steps: Understanding myself √ Manage myself √ Understand the other person √ Do something to change the relationship with the person √

32. Difficult People are predictible.

33. You have to make a action plan.

34. Anticipate all the reactions of the person for your actions.

35. Define what you will do depending on the reaction of the person.

36. Make a Plan B for use in the worst situation.

37. “ Difficult p eople are part of life. The future of humanity depends on learning to live with each other, regardless of our differences.” Dealing with peolple you can´t stand Dr. Rick Brinkman e Dr. Rick Kirschner

38. :-)