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How to handle difficult people
- 1. How to Handle Difficult People
- 2. TIP # 1 People aren’t Difficult… they’re different
- 3. Five Misconceptions in Communication People always listen to you when you are speaking to them When people say they are paying attention they really are When someone says “ I understand “, he or she really does Saying something over and over ensure that your listener understand Saying something over and over loudly will even more effective than just saying it over and over
- 4. TIP # 2 If what you’re doing is not working…Find a new way to do it!
- 5. Why do difficult people resist new ideas and opinions? Resist to change Resistance due to bad mood Resistance due to invasion of territory
- 6. Why do difficult people resist new ideas and opinions? Resistance due to irritation Resistance due to negativity Resistance due to fear Resistance due to perceived roles
- 7. TIP # 3 Resistance does not mean NO
- 8. Six keys to conquering resistance Acknowledge and validate the other person’s concern Anticipate and voice the other person’s objectives Watch for “red flag” words
- 9. Six keys (cont.) Exercise self control Focus on solution not blame Be clear about what you want
- 10. TIP # 4 Deal with problem not the symptoms
- 11. Minimizing difficult encounters Build trust Demand consistency Communicate constantly Use praise liability Encourage growth
- 12. TIP # 5 Be descriptive not Judgmental
- 13. Steps to handling conflict Listen to the other’s issues _ Seek first to understand then to be understood Describe back to the individual their point of view formulate and suggest possible outcomes
- 14. TIP # 6 People who anger you… control you
- 15. Difficult people : Classic Types
- 16. The Bull Characteristic – Bossy , Intimidating Reason- To intimidate and control Goal – Focus on the issues, avoid emotions
- 17. The Fox Characteristic- Long winded, does not conflict directly Reason – To get attention Goal – Surface the attack
- 18. The Stone wall Characteristic – Silent and unresponsive Reason – To control the situation Goal – Get a response
- 19. TIP # 7 Any behavior not confronted will continue
- 20. Five commandments for changing attitudes Arguments never work Respective, value the differences in people Fault does not matter Start with areas of agreement Listen for understanding
- 21. TIP # 8 If you keep doing what you’ve always done, you’ll keep getting what you’ve always gotten