2. Types of Difficult People
Cranky
Aggressive
Sniper
Complainer
Silent
3. “Individuals behave in a difficult manner because
they have learned that doing so keeps others off
balance and incapable of effective action.
says Robert M. Bramson, Ph.D.,
author of Coping with Difficult People
4. Some people may be
purposefully cranky
because it helps them get
their own way.
For others, crankiness is
simply a reflection of their
own inner turmoil.
Why are people cranky?
5. How to Deal with Cranky
People
Try to determine the real message the person
is telling you.
Are you any part of the problem?
What can you change about your own
behavior?
Don’t remain silent. Agree with any part of the
cranky person’s statement that may be true.
In a neutral tone of voice say,
“Would you please speak to me in a calmer tone
of voice?”
6. Aggressive People
Overly aggressive people
expect others to either:
Run away from them
React with rage
7. How to Deal with Aggressive People
Stand up to them, but don’t fight.
Wait for them to run out of some steam.
Call the hostile person by name and assert your
own opinions with confidence.
“Mr. Jones, I disagree with you.”
“Mary, you interrupted me. We can discuss my
proposal after you listen to it.”
8. Subtle Snipers
These people are experts in
pot shots and sneak attacks
in subtle ways, such as:
Humorous put downs
Sarcastic tones of voice
Disapproving looks
Innuendos
9. How to Deal with Subtle Snipers
Respond to the sniper with a question.
“What are you trying to tell me with that look?”
A sniper will usually respond with denial or volley
the responsibility to you.
“I’m only joking.”
“You’re so serious. Can’t you take a joke?”
Speaking up lessens the chance of similar
attacks in the future.
10. Complainers
These are fearful people who
have little faith in themselves
or others because they
believe in a hostile world.
Their constant
discouragement and
complaining can bring
everyone to despair.
11. How to Deal with Complainers
Don’t try to argue them out of their negativity.
Respond with your own optimistic expectations.
“I think that everything will turn out great.”
“I am sure we will get done on time.”
12. Silent People
They are timid people who,
like turtles, retreat into their
shells to avoid conflict and
responsibility.
They get away with not
talking because most
people are uncomfortable
with silence and are too
quick to fill in the gaps.
13. Don’t #1
A difficult person’s behavior is
habitual.
He behaves this way with most
people.
14. Don’t #2
Think of other people who have faced
adversity and have not become
difficult.
You lose control when you make
excuses for difficult people.
15. Don’t #3
Don’t try to beat them at their own
game. They have been practicing
their skills for a long time, and you
are a beginner by comparison.
16. It won’t work because difficult people
have an insatiable appetite for more.
Don’t try to appease them.
Don’t #4
17. Keep Practicing
You will break the
difficult person’s ability
to interfere with your
effectiveness.
You will stand up for
yourself in a
compassionate and
respectful manner.
You will feel more
confident.
You will be able to enjoy
your workdays.
