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Written communication is another useful communication channel and is very important between different professionals. Writing information down makes records more permanent and more accurate. Written information is unlike a verbal message which can bec
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by DOUGLAS A. HICKS
Motivational case analysis
In Sheeps Clothing Understanding and Dealing With Manipulative PeopleDescripción completa
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Descripción: Difficult people
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Deali ling ng with wi th Dif iffi ficu cult lt Peo pl ple e i n th the e Wor ork k pl pla ac e Pr es en t ed b y : B CC Car eer Ser v i c es
Objectives… Att t h e end A en d o f t h i s w o r k s h o p you should…
Understand how difficult employees can cause conflict Be able to identify at least 6 types of difficult people Know 5 things to do when dealing with difficult people
Objectives… Att t h e end A en d o f t h i s w o r k s h o p you should…
Understand how difficult employees can cause conflict Be able to identify at least 6 types of difficult people Know 5 things to do when dealing with difficult people
Overview 1.
Difficult people and conflict
2.
11 types of difficult people
3.
Additional Helpful Hints
Difficult People and Conflict
Can be anyone – even YOU! Difficult because it works for them Dealing with them can cause conflict
Difficult People and Conflict (cont)
Conflict can result in a charged work environment Difficult behavior causes stress in others Conflict can reduce an organizations effectiveness
The Bulldozer
Know it all Often use threats, sarcasm, & intimidation
Dealing with Dozers
Prepare yourself
Ask questions
Focus on solution
Do not confront them
Bullies
Loud and hostile
Abusive
Overwhelm you
Battling Bullies
Let them run down
Get their attention
State your point non-aggressively
Don’t allow interruptions
Ask them to leave
Fire Hose
Dampen enthusiasm
Everything will fail
Negative statements
Constantly complaining
Drain the Fire Hose
Don’t be dragged down
Don’t argue
Listen – then ask for alternatives
Don’t agree or apologize
Switch to problem solving
Take action on your own
Stallers/ Wafflers
Reluctant to turn down requests
Want to be liked
Afraid or unable to manage Paralyzed by tough decisions
Sideline the Stallers
Surface hidden concerns
Help them resolve the problem
You make the decision – with caution
Support decisions
Keep control of situation
Silent Types
Silent/unresponsive
Answer with a grunt
Turn away from people
Pretend nothing happened
Open the Silent Ones
Meet with them individually
Give them time to open up
Ask open-ended questions
Wait for a response
If no comments – comment on what’s
happening
Indecisive
Super helpful – but… Postpone decisions Hint and beat around the bush
Resolve Indecision
Address fears with “what if” questions Help resolve problems when issues surface
Help examine facts
Watch for anger or withdrawal
Sniper
Exclude key people
Withhold information
Use hidden attacks, innuendos, digs, non-playful teasing Wreck havoc and you don’t see them
Unload the Sniper
Surface the attack
Provide peaceful alternative
Bring resistance into the open
Seek group confirmation or denial of snipers criticism Use coaching/counseling if assigned tasks not done
Why Always Me
Gain attention “its always me” Try to gain control and make their changes
Nothing is Always
Dig for specifics
Identify true concern
Point out where not true
Control Freak
Get into everyone’s business
Undermine and insult abilities
Lack confidence & trust
Insufferable – render subordinates ineffective
Reduce Controllers
Build trust
Take small steps toward more authority
Keep focused on solution
Speak from your own view-point
Don’t let yourself be verbally abused
Super-Agreeables
Very personable
Don’t act the way they say they will
Supportive but don’t deliver
Dealing with Super-Agreeable
Show them you like them
Prevent unrealistic commitments
Make honesty non-threatening
Point out inconsistencies in behavior
Work for a mutual benefit
Listen carefully to jokes
It’s Not Up To Me
Always point to higher authority Invokes other powers
Let’s Ask the Authority
Tell them you will both speak to the higher authority
