Dealing with Difficult People

Example 1. Dealing with Difficult People

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Dealing with Difficult People
• Tact and Skill
• Identify Essential Communication Skills
  • Essential Communication Skills
  • Conflict Management Versus Conflict Resolution
  • How We Can Handle Conflict
• Fine-Tune Your Ear for Listening
  • Factors that Impact Listening
  • Ways to Improve Listening
• Tune into Body Language
  • Special Body Positions to Use with Specific Kinds of Difficult People
  • Diffuse Anger in Others
  • Minimize Threatening Behaviors
  • Increase Communication Effectiveness
  • When to go to a 3rd Party
• Utilize Assertive Communication
  • What is Assertive Communication?
  • The Basic Assertive Message
  • Advantages of Assertive Behavior
  • Primary Goal of Assertive Communication
• Identify and Build Communication Behavior Styles
  • List 3 people you find it difficult to communicate
    • 1.
    • 2.
    • 3.
  • Describe the behaviors that cause problems for you.
  • Note how you generally respond to the these problematic behaviors.
  • Now look at yourself. Identify at least one behavior that may need modifying.
• Identify Your Personal Communication Style and Understand Others
  • Analyze how you behave with other people and how they behave with others.
  • Identify relative levels of assertiveness and task or people focus.
• Understand Your Personal Style and Styles of Those Around You
  • Map Your Difficult Person to Gain Insight into What Makes Them Tick
• Strengths and Weaknesses of Behavior Styles
  • Get it Right People
    • Strengths
    • Weaknesses
  • Get it Done People
    • Strengths
    • Weaknesses
  • Get Appreciated People
    • Strengths
    • Weaknesses
  • Get Along People
    • Strengths
    • Weaknesses
• Put Tact and Skill Techniques into Action
  • Fundamentals for Dealing with Difficult People
    • Prepare
    • Listen
    • Identify priorities
  • Steps to Take When Communicating with Difficult People
    • Establish a direction
    • Focus on the pattern of communication
    • Be flexible
    • Commit to a solution
  • Tips To Improve How You Communicate with Others
    • Deal with the situation regardless of how complicated or emotional it may be
    • Stick with the challenge until your message is clearly understood
  • Ways to Cope with Difficult People
  • When and How to Let Someone Save Face
    • When
    • How
• Get in Sync with a Difficult Person and Get Along Better
  • Pace or blend
  • Backtrack
  • Clarify
  • 7% Words, 55% Body Language, and 38% Tone
• Take Advantage of Your Personal Strengths and Minimize Weaknesses
  • Hot Buttons
    • List 3 of your hot buttons
      • 1.
      • 2.
      • 3.
    • Avoid Having Your Buttons Pushed
  • Buy Time in a Conflict so You Can Respond with a Level Head
• Know When to Salvage a Relationship
  • Ask yourself if the situation is worth working on
  • Identify Pros and Cons
  • What are your long term interests
  • How important is this particular relationship
  • Are you dealing with someone who can really deliver on their decisions
• Identify How You Can Influence Others and Maximize Results
  • Things to Do When Confronted with Difficult People
  • Keys to Stay on Track
  • Ways to Get People to Keep their Word
  • Handling the Person Who Says One Thing and Does Another
• Understand Tact-- Confronting Difficult People and Situations
  • Identify Concrete Ways to Deal with Difficult People
• Identify Conflict Resolution Techniques
  • Resolve Conflict
  • Successfully Confronting
  • Ways to Manage Conflict
  • Model for Conflict Resolution
  • Prepare to React
• Put Diplomacy and Tact into Action
  • Get It Right People
    • Technique1
    • Technique 2
  • Get It Done People
    • Technique1
    • Technique 2
  • Get Appreciated People
    • Technique1
    • Technique 2
  • Get Along People
    • Technique1
    • Technique 2
• Transfer Learning to the Real World-- Develop a Personal Action Plan
  • Create an Action Plan
  • Remember



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