Dealing With Difficult People
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We often interact with difficult people, be it our boss, co-workers or customers. The way we handle them can affect our job, our advancement, and even our health.
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Dealing With Difficult People
- 1. DEALING WITH DIFFICULT PEOPLE DIFFICULT Definition: hard to do, hard to deal with, hard to carry out, hard to make out (Merriam Webster)
- 2. DEALING WITH DIFFICULT PEOPLE Is DIFFICULTY real or imaginary?
- 3. When something or someone is “difficult” what do you experience? DEALING WITH DIFFICULT PEOPLE
- 4. DEALING WITH DIFFICULT PEOPLE PONDERABLE Conflicts have value.
- 5. DEALING WITH DIFFICULT PEOPLE All behaviors have their own usefulness.
- 6. DEALING WITH DIFFICULT PEOPLE Differences challenge status quo and provide a platform for change.
- 7. DEALING WITH DIFFICULT PEOPLE Conflicts form the bridge between stability and change.
- 8. DEALING WITH DIFFICULT PEOPLE Conflicts serve as feedback.
- 9. DEALING WITH DIFFICULT PEOPLE Conflicts form the basis of creativity and innovation .
- 10. DEALING WITH DIFFICULT PEOPLE Conflicts clear up assumptions and build stronger relationships
- 11. DEALING WITH DIFFICULT PEOPLE Differences mean you are in the flow of life – a participant, not an observer.
- 12. DEALING WITH DIFFICULT PEOPLE Disturbances & differences are essential for self growth
- 13. DEALING WITH DIFFICULT PEOPLE Strategies in managing conflicts 1. Withdrawal – lose/lose 2. Forcing – win/lose 3. Smoothing – no win/no lose 4. Compromising – lose/win 5. Confronting – win/win
- 14. DEALING WITH DIFFICULT PEOPLE The Turtle Withdraws into shell to avoid conflicts Gives up personal goals and relationships Stays away from conflicting issues and people involved • Attitude : “I’ll withdrawal rather than face the issue”. • Position: Lose-Lose
- 15. DEALING WITH DIFFICULT PEOPLE The Shark Overpower others forcing them to accept their resolution. Goals – important; Relationships – not important Will get what they want…at any price! Attack :“Attack, overpower, overwhelm and intimidate”! Position: Win-Lose
- 16. DEALING WITH DIFFICULT PEOPLE The Teddy Bear • Relationships – important; Goals – not much • Conflicts damage relationships Want to be liked • Attitude : “I’ll let you have your way so you’ll like me.” • Position: Lose-Win
- 17. DEALING WITH DIFFICULT PEOPLE The Fox Moderate concern for goals and others Compromises Strive for agreement in conflict Attitude : “To settle things, I’ll give up this and you give up that.” Position: No-Win, No-Lose
- 18. DEALING WITH DIFFICULT PEOPLE The Owl Values goals and relationships Collaboration Conflict improves relationships & eases tension Important: Everyone is pleased with outcome Attitude : “I’m satisfied once conflict is completely resolved”. Position: Win-Win
- 19. DEALING WITH DIFFICULT PEOPLE Ponderables about Conflicts: Conflicts have value. • All behaviors have their own usefulness. • Differences challenge status quo and provide a platform for change. • Conflicts form the bridge between stability and change. • Conflicts serve as feedback. • Conflicts form the basis of creativity and innovation . • Conflicts clear up assumptions and build stronger relationships • Differences mean you are in the flow of life – a participant, not an observer. • Disturbances and differences are essential for self growth.
- 20. DEALING WITH DIFFICULT PEOPLE Few basic points in dealing with Difficult people: 1. Address the issue, not the person. 2. Use passive voice. E.g. “ the attitude towards the work is not working towards the goals” 3. Listen patiently till you sense the issue. 4. Talk to people, not about people. 5. Be specific in your communication. 6. Set future expectations. 7. Create a secure space to absorb conflict and convert to useful behavior.
- 21. DEALING WITH DIFFICULT PEOPLE By the way Who am I?
- 22. DEALING WITH DIFFICULT PEOPLE What I take home!!
- 23. DEALING WITH DIFFICULT PEOPLE THANK YOU for PARTICIPATION
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