Dealing With Difficult Person

1. DEALING WITH
DIFFICULT PEOPLE

2. 2/14/2012
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3. LET’S KNOW……
WHY ARE PEOPLE DIFFICULT?
 People feel
 Rushed — not enough time
 Insecure
 Angry
 And have some need or interest
Stressed!!!
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4. TYPES OF “PEOPLE”
 INTENT:
 To get things done
 To get things right
 NEED:
 Control
 Perfection
 INTENT:
 - To get along
 - To get appreciated
 NEED:
 - Approval
 - Attention
TASK FOCUSED PEOPLE FOCUSED:
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5. A DIFFICULT PERSON CAN BE ...
 The Tank
 The Sniper
 The Know-It-All
 The Think-They-Know-It-All
 The Yes Person
 The No Person
 The Maybe Person
 The Whiner
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6. THE TANK
 Saying Harsh words with smile
 Don’t counterattack!.
 Don’t defend, explain, or
justify
 Don’t shut down
WHO ARE THEY????
HOW TO DEAL WITH
THEM????
 Bullies their way toward
the results they want.
 Belittles you in front of
anyone.
 Tries to convince you that you
are doing a poor job when you
are doing fine.
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7. SNIPER
 Hide their real face.
 Identify your weaknesses and
using them against you,
through sabotage and gossip .
 Stop, Look, & Backtrack.
 Don’t overreact.
 Go on a grievance patrol.
 Suggest a civil future.
WHO ARE THEY??
HOW TO DEAL WITH
THEM??
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8. THE KNOW-IT-ALL
 Controls people and events by
dominating conversation with
lengthy, imperious arguments.
 Tries to find flaws in
everything.
 Be prepared and know your
stuff.
 Present your views indirectly.
 Turn them into mentors.
WHO ARE THEY??
HOW TO DEAL WITH
THEM??
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9. THE THINK-THEY-KNOW-IT-ALL
(EXPERT)
 Although these people don’t
know that much, they don’t let
that get in the way. If you don’t
know much about what they’re
talking about, they may
mislead you into trouble.
 Give them a little attention.
 Tell it like it is.
 Give them a break.
 Break the cycle.
WHO ARE THEY??
HOW TO DEAL WITH
THEM??
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10. THE YES-PERSON
 Answers “Yes” to every
request without thinking about
what is being promised .
 Say “Yes” to please people
 To avoid confrontations.
 Don’t place blame
 Be patient
 Ensure commitment
 Strengthen the relationship.
WHO ARE THEY??
HOW TO DEAL WITH
THEM??
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11. THE NO-PERSON
 No- Person is task-focused.
 Perfection is his/her
standard.
 Finds negatives.
 Go with the flow.
 Leave the door open.
 Be patient.
 Appreciate the No Person.
WHO ARE THEY??
HOW TO DEAL WITH
THEM??
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12. THE MAYBE PERSON
 Unable to make decision.
 Put off the difficult decision,
hoping that a better choice will
come up.
 Establish a comfort zone.
 Use a decision-making
process.
 Don’t push the Maybe Person.
 Stay calm.
WHO ARE THEY??
HOW TO DEAL WITH
THEM??
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13. THE WHINER
 Usually complaints a lot.
 Avoids taking responsibility.
 Wants sympathy.
 Has negative view of the
world.
 Cousins to No-People.
WHO ARE THEY??
HOW TO DEAL WITH
THEM??
 Listen for the main points.
 Interrupt and get specific.
 Don’t agree or disagree with
Whiners.
 Don’t try to solve Whiners’
problems.
 Don’t ask Whiners why they’re
complaining:
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14. “While you can’t change difficult people, you 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.”
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