Key skills for handling "difficult" people effectively.

1. Skills for Working With Difficult People in Challenging Situations Nicole M. Young, MSW Optimal Solutions Consulting nicole@opti-solutions.com www.opti-solutions.com www.facebook.com/OptimalSolutions

2. 1. Is Hostile or Aggressive 2. “Steamrolls” Over Others 3. Constantly Complains 4. Is Silent or Unresponsive 5. “Knows it All” Common Types of “Difficult” People

3. Is Ultra-Agreeable Says No to Everything Puts the Brakes On “Attacks” People by Surprise Gossips Common Types of “Difficult” People

4. The Negative Cycle

5. The Negative Cycle

6. The Negative Cycle

7. The Negative Cycle

8. E + R = O Reframing the Issue

9. Event (Difficult Behavior) + Response = Outcome Reframing the Issue

10. Event (Difficult Behavior) + New Response = Different Outcome Reframing the Issue

11. Reframing Attitudes

12. Reframing Attitudes

13. Reframing Attitudes

14. Reframing Attitudes

15. What’s Behind the Behavior?

16. Let the person’s negative statements and energy “bounce” off of you. “What gets rewarded gets repeated.” Goal: stay clear-headed so you can assess the situation and determine the appropriate response. 3 Key Steps: Deflect

17. Use non-verbal and verbal communication to neutralize or de-escalate the behavior. Observe, Listen, Reflect & Probe Blend & Contrast Goal: stay calm, show understanding and empathy, find out how you can move from problems to solutions 3 Key Steps: Defuse

18. Model the verbal and non-verbal communication skills you want to see. Neutral language “Yes, and…” instead of “Yes, but…” Not-Your-Typical-I-Statements Validate and move on 3 Key Steps: Demonstrate

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