This is a set of slides I use as a base when speaking and training on How to Deal with Difficult People.

1. How to
Deal with
Difficult People
and do it effectively, efficiently
and ethically.
Mark McPherson

8. What do we want?

13. Now for the bad news.

18. 52 Types
of
Difficult People

19. 1
Doesn’t pull their weight

25. Mark McPherson March 2016.
#20
The
Back-
Stabber
markmcpherson.com.au/blog

26. 2
Has an exaggerated view
of their importance

32. 3
Hinders work, progress
& productivity

39. #16
The
Diehard
Mark McPherson 2016 Copyright

42. 4
Sabotages and undermines

56. 5
Belittles, persecutes
& intimidates

67. 6
Manipultes

70. 7
Is aggressive

75. A job description?

77. Do whatever they like.
Say whatever they like.
Only care about them.
Don’t care about you.
Don’t admit to doing
anything wrong.

79. 3 main problems
Takes up our time.
Makes extra work.
Makes us look bad.

80. Wouldn’t it be great if …

81. These people to
suddenly realise the
error of their ways and
start being reasonable.

82. Victim

84. Volunteer

85. Victorious

86. m
Reactive
Calm
Stunned

87. The old ways.

88. 1
Match the type
Each type is different.
It requires it own
set of strategies.

90. What strategies you get
depends on what type
you have decided you have.
But what about other factors?

91. 2
Universal strategies

92. 3
What not to do

93. 4
Underlying reasons

94. The new way.

95. Differences
similarities

96. • Similarity 1 HiRes.jpgΩ

98. 1. They behave badly.

99. 2.
They
don’t care

100. 3.
They
create
problems

104. #1
Nail
the violation.

105. Violations
Transgressions,
Infringements

106. The script
1. Facts
State what they did that violated one or more of
your standards using facts and facts only.
2. Explain
State it’s a problem, unacceptable, etc,
and state why

107. 1. Facts

108. What the camera saw

111. You’re so annoying.
You talk too loud.
You’re not a team player.
You’re always…
You never….
They’re out to get me.
You’re outrageous!
You’re aggressive.
You are not allowed to talk like that.
That’s disrespectful.

112. 2. Explain

113. Example 1
Facts: Excuse me sir. You’re
smoking.
Explain: Smoking isn‘t allowed.
It’s a non-smoking area.
There is a sign on the wall.

114. Example 2
Facts: John. It’s 6pm. I’m home from
work. Your chores have not been done.
Explain: This is unacceptable because
you were given specific
instructions to do them by 6pm.

115. Facts: Peter. It’s 9.15am. You have only
just arrived at work. You’re late.
Explain: This is not acceptable. All staff have to
be at their stations ready for work by 9am.
You have broken a rule. In addition, it’s a
problem as other staff have had to do
extra work to cover for you. That’s
unfair.
Example 3

116. Facts: Mr Peterson. That’s the third time this
week you’ve come into my office and
dropped files on top of reports I was
reading and working on.
It make’s quite a noise..
Explain:It startles me. I don’t like it.
It’s not a reasonable thing to do.
Example 4

117. Standards

118. 1. Define
2. Declare

119. Standards

121. Aim high

122. Standards
Compliance Fairness
Honesty
Acknowledgement
Diligence Compassion

123. #2
Tailor
The Strategies

126. Safety First

127. Leave Them To It

128. Just get on
with what
you need
to do

129. Manage the influences

130. Give it to them straight

131. Go to the
next level

135. The
ANATOMICAL
script

136. The
ANATOMICAL
script

137. ANATOMICALA
get their Attention
ANATOMICAL

138. ANATOMICALN
use their Name
ANATOMICAL

139. ANATOMICAL
Alleviate their concerns
AANATOMICALANATOMICAL

140. ANATOMICALT
Tell them what you can
ANATOMICAL

141. ANATOMICALO
Explain their Options
and let them decide
i ii
ANATOMICAL

142. ANATOMICALM
give them Messages
ANATOMICAL

143. ANATOMICALANATOMICALI
Give them the Information

144. ANATOMICALANATOMICALC
Cut the blah

145. ANATOMICALANATOMICALA
Action – what now?

146. ANATOMICALANATOMICALL
Leave

147. The
FEA
script

148. Facts, Explain, Ask

150. Facts
Explain
What I
want
Explain
Rewards

151. S I D L I
Stop.
I Don’t Like It
S I D L I
Stop.
I Don’t Like It

152. AIMs

153. I don’t agree

154. ITTWYMI?

157. #3
Personalise
Your Approach

158. Power

159. Information
Wants
Support
Time
Rights
Strengths

163. Principles and
smart ideas

164. Only deal in facts
Be realistic and accommodating

165. Take control

166. Be impeccable
and beyond
reproach

167. Prepare before you deliver
Before During After
Mentally
Physically

168. De-stress

169. Debrief

170. Document

171. Choose carefully

172. Decison-making

173. 5 main factors

174. 1. The severity of the problem.
1. Who has what power.
2. Our responsibilities and
obligations.
3. The potential positive and
negative spin-offs of each option.
4. Our goals

176. Get good

177. Verbal
Vocal
Visual