MANAGING DIFFICULT PEOPLE in the workplace

4. 1. Stay and do nothing 2. Change your attitude 3. Change your behavior

5. 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

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

7. RECOGNIZE THE RESULTS OF THREATENED INTENTS PERFECTIONIST GET IT RIGHT CONTROLLING GET IT DONE GET ALONG APPROVAL SEEKING GET APPRECIATED ATTENTION GETTING NORMAL ZONE

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

11. 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 THE SNIPER

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

15. 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 whene possible

16. THE WHINER 1. Listen 2. Prepare to specific 3. Acknowledge the complaint 4. Don’t ask Whiners why they’re complaining 5. Use limiting respons 6. Move to problem solv

19. 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

20. THE YES PERSON 1. Make the Yes Person comfortable 2. Talk Honestly 3. Help them learn to plan 4. Ensure commitment

23. THE NOTHING PERSON 1. Plan enough time 2. Lighten it up 3. Avoid getting angry 3. Show the future

24. THE GRENADE 1. Get the attention 2. Show your concerns 3. Reduce intensity 4. Avoid setting off the Grenade

27. THE NO PERSON 1. Use them as a resource 2. Give them time to think 3. Appreciate the NO person

28. 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.

MANAGING DIFFICULT PEOPLE in the workplace

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