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Written by, Dr. Rick Brinkman Dr. Rick Kirschner Sameer Kumar Rai

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ABOUT THE AUTHORS <ul><li>Dr. Rick Brinkman & Dr. Rick Kirschner are professional speakers. </li></ul><ul><li>Co – authors of the bestselling audio-video tapes How to Deal with Difficult People and the best selling book Dealing with People You Can’t Stand. </li></ul><ul><li>They have shared their insights with audiences worldwide through their company R & R Productions. </li></ul>

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ABOUT THE BOOK <ul><li>Identify ten bothersome behaviors </li></ul><ul><li>Deal successfully with each of them </li></ul><ul><li>Understand the thought and fears of difficult people </li></ul><ul><li>An understanding of whom we are dealing with and what motivates them </li></ul><ul><li>Turn conflict into cooperation </li></ul>

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<ul><li>THE TANK </li></ul>THE KNOW IT ALL THE WHINER THE SNIPER THE THINK THEY KNOW IT ALL THE MAYBE PERSON THE GRENADE THE YES PERSON THE NOTHING PERSON THE NO PERSON

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THE TANK <ul><li>Stand your ground </li></ul><ul><li>Interrupt </li></ul><ul><li>Don’t defend </li></ul><ul><li>Aim for the bottom line </li></ul><ul><li>Peace with honor </li></ul>

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THE SNIPER <ul><li>Stop, Look, & Backtrack </li></ul><ul><li>Ask the “Relevancy” question </li></ul><ul><li>If he/she will talk -- LISTEN ! </li></ul><ul><li>Suggest a friendly future </li></ul><ul><li>Don’t overreact </li></ul>

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THE KNOW-IT-ALL <ul><li>Be prepared and know your stuff </li></ul><ul><li>Don’t resent the Know – It - All </li></ul><ul><li>Present views politely </li></ul><ul><li>Acknowledge his/her competence </li></ul>

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THE THINK THEY KNOW IT ALL <ul><li>Give them a little attention </li></ul><ul><li>Ask for specifics </li></ul><ul><li>State facts as you know them </li></ul><ul><li>Provide a way out </li></ul><ul><li>Handle alone whenever possible </li></ul>

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THE WHINER <ul><li>Listen </li></ul><ul><li>Prepare to interrupt – get specific </li></ul><ul><li>Acknowledge the complaint </li></ul><ul><li>Don’t ask Whiners why they’re complaining </li></ul><ul><li>Use limiting responses </li></ul><ul><li>Move to problem solving </li></ul>

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THE MAYBE PERSON <ul><li>Help them voice concerns </li></ul><ul><li>Provide face-to-face support when possible </li></ul><ul><li>Use a decision – making process </li></ul><ul><li>Re – assure and follow through </li></ul>May be……

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THE YES PERSON <ul><li>Make the Yes Person comfortable </li></ul><ul><li>Talk Honestly </li></ul><ul><li>Help them learn to plan </li></ul><ul><li>Ensure commitment </li></ul>

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THE NOTHING PERSON <ul><li>Plan enough time </li></ul><ul><li>Lighten it up </li></ul><ul><li>Avoid getting angry </li></ul><ul><li>Show the future </li></ul>

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THE GRENADE <ul><li>Get the attention </li></ul><ul><li>Show your concerns </li></ul><ul><li>Reduce intensity </li></ul><ul><li>Avoid setting off the Grenade </li></ul>

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THE NO PERSON <ul><li>Go with the flow </li></ul><ul><li>Use them as a resource </li></ul><ul><li>Give them time to think </li></ul><ul><li>Appreciate the NO person </li></ul>NOOOOOOOOOOOO !!!!!!!!!!

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CONCLUSION <ul><li>Even if we can’t change difficult people, we 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. </li></ul>

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Courtesy SAMEER KUMAR RAI SIVA SIAVNI INSTITUTE OF MANAGEMENT