Managing Difficult People

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• Managing Difficult People

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Managing Difficult People – Introduction.

☺ Most of us have worked with at least one difficult person in our careers.

☺ That person who tests our nerves, makes us cringe, and infuriates our sense of workplace ethics and decorum.

☺ They rant; they blame; they hide; they lie.☺ It seems sometimes as if they make it their duty to make others’ lives

miserable.☺ See what to do to encounter such people.

Managing Difficult People - Aim of publication.

Point readers or learners to actions and strategies to protect themselves from the mayhem cause by difficult people in the workplace.

Managing Difficult People – Summary.

☺ Is grinding our teeth what we feel like in frustration each time you have to work closely with someone who drives us crazy?

☺ Must we stop put up with difficult people at work on a regular basis?

☺ What to do to protect ourselves from the mayhem they cause?☺ What actions and strategies to employ to harness their

personalities and encourage their strengths?☺ So discover actions and strategies to protect ourselves from

the mayhem cause by difficult people, in the workplace.☺ Furthermore, let’s discover if we are the difficult individuals as

Managing Difficult People - Learning Objectives.After developing the KeyPoints outlined in this publication, you should mainly be able to:

acknowledge the importance of identifying difficult people at work. recognize common types of defensive behavior. think of benefits of communicating effectively with difficult people. handle hostile-aggressive people in the workplace. identify comments made by a verbal assailant. apply strategies to deal with a dirty digger. cope with passive-aggressive people in the workplace. apply the steps for dealing bleaters, finger-pointers, naysayers. identify reasons people procrastinate. deal effectively with arrogant and duplicitous people.

*** About the Structure and Flow of our Presentations ***

Managing Difficult People - Sections List. (Section 1) Difficult People in the Workplace. (Section 2) Working with Aggressive People. (Section 3) Working with Negative People. (Section 4) Working with Arrogant People.

(Section 1) Difficult People in the Workplace – Summary.

☺ Is grinding our teeth what we feel like in frustration each time you have to work closely with someone who drives us crazy?

☺ Must we stop put up with difficult people at work on a regular basis?

☺ If our answers are "yes" to any of these questions, it's probably time for to learn to deal with difficult people at work.

☺ We ought to follow guidance in our journey to coping with difficult people in an effective manner.

☺ Knowing step-by-step methods and processes is a must to help identify difficult people, to cope and communicate with them.

☺ Yes, we should no longer have to be frustrated or intimidated by difficult people.

(Section 1) Difficult People in the Workplace – HighPoints. Identify and Cope with Difficult People. Coping Strategies in Dealing with Difficult People. Communication with Difficult People.

(Section 1) HighPoints: Identify and Cope with Difficult People.

☺ recognize importance of identifying difficult people at work.

☺ identify questions to raise to determine who is a difficult person.

☺ analyze and determine whether the difficult boss has been effectively dealt with.

☺ apply appropriate strategies for dealing productively with a difficult colleague.

☺ determine if you are the difficult person.

(Section 1) HighPoints: Coping Strategies in Dealing with Difficult People.

☺ recognize the importance of learning coping strategies for dealing with difficult people.

☺ determine whether someone will be successful in planning ahead for coping with a difficult person.

☺ compare common types of defensive behavior with corresponding statements.

☺ apply steps for responding non-defensively in a given situation.

☺ know of methods for getting the best from difficult people at work.

(Section 1) HighPoints: Communication with Difficult People.

☺ recognize benefits of communicating effectively with difficult people.

☺ knowledge different types of communication styles with their descriptions.

☺ analyze and determine if an employee will be able to communicate successfully with a difficult colleague.

☺ know the guidelines for speaking to be heard.☺ match body language and facial expressions and appreciate

their associated meanings.☺ analyze a situation to determine whether someone

effectively used active listening strategies.

(Section 2) Working with Aggressive People – Summary.

☺ Have you ever experienced one of those absolutely great days at work?

☺ Everything is progressing fine, you're on schedule, and you're getting to meetings on time.

☺ Then someone verbally attacks you.☺ Aggressive people are arguably the most difficult type of

people to work with. ☺ Hostile-aggressives openly antagonize people; passive-

aggressives work behind the scenes with hidden agendas.☺ No matter the type of aggressive behaviour you encounter,

you've got your work cut out for you.☺ Thus, appreciate details the characteristics of the common

types of aggressive people and examine effective ways to cope with those people’s behaviours.

(Section 2) Working with Aggressive People – HighPoints. Hostile-aggressive People. Passive-aggressive People.

(Section 2) HighPoints: Hostile-aggressive People

☺ recognize benefits of coping with hostile-aggressive people in the workplace.

☺ identify comments made by a verbal assailant.☺ practice strategies to deal with verbal assailants in a

situation.☺ consider examples of dirty diggers.☺ put to work strategies to deal with a dirty digger in a given

situation.☺ recall examples of statements that describe a hothead.☺ employ strategies to deal with a hothead in a situation.

(Section 2) HighPoints: Passive-aggressive People.

☺ recognize the value of coping with passive-aggressive people.

☺ identify characteristics that best describe a knowledge warden.

☺ apply strategies for coping with a knowledge warden in a situation.

☺ select characteristics of an unresponsive aggressor.☺ execute strategies for coping with an unresponsive

aggressor in a situation.☺ distinguish the characteristics of a waffler.☺ use strategies to cope with a waffler in given situation.

(Section 3) Working with Negative People – Summary.

☺ Don't you hate it when people say they'll do something, but when the deadline is up, it turns out they somehow never managed to get around to doing it?

☺ What about people who whine all the time?☺ You arrive at work in the best of moods, but after ten minutes

of someone complaining nonstop while, your day has taken a dive.

☺ Aren’t you tired of putting up with negative people, then what follows will appeal to you?

☺ It assists you in ways you can triumph over the negative and negligent attitudes that some colleagues, employees, or managers might display.

(Section 3) Working with Negative People – HighPoints Negative Whiny People. Procrastinating People.

(Section 3) HighPoints: Negative Whiny People.

☺ recognize benefits of coping effectively with negative, whiny people in the workplace.

☺ identify the type of negative, whiny person with the description representative of each.

☺ apply the steps for dealing effectively with a bleater in a given situation.

☺ implement steps for coping effectively with a finger-pointer in a given situation.

☺ employ techniques for effectively coping with a naysayer in a risen situation.

(Section 3) HighPoints: Procrastinating People.

☺ recognize the benefits of coping effectively with people who procrastinate.

☺ acknowledge the reasons people procrastinate.☺ link the types of procrastinator with the descriptions that fit them.☺ practice the steps for finding out why an ostrich wouldn’t make a

decision.☺ apply a strategy for effectively helping an ostrich solve a

problem.☺ use required steps for coping effectively with storytellers in a

work environment.☺ apply defined steps for effectively coping with a perfectionist.

(Section 4) Working with Arrogant Individuals – Summary.

☺ In some cases, jesters and gossips can be quite entertaining.

☺ However, at work or on a regular basis, they are not truly amusing.

☺ Furthermore, their habits can be quite destructive.☺ If you're tired of hearing the latest malicious gossip from

people, please read on.☺ Appreciate how to deal with arrogant and duplicitous

people, and prevent suffering from enlarged egos individuals.

(Section 4) Working with Arrogant People – HighPoints. Arrogant Individuals. Duplicitous Individuals.

(Section 4) HighPoints: Arrogant Individuals.

☺ recognize benefits of coping with arrogant people in the workplace.☺ distinguish steps to follow to deal effectively with eggheads.☺ denote the steps to follow to deal with a braggart.☺ consider strategies to use to deal effectively with a glory hog.☺ discover strategies that are effective in dealing with a life-of-the-party.

(Section 4) HighPoints: Duplicitous Individuals.

☺ recognize benefits of coping with duplicitous people.☺ consider the reasons people meddle in the affairs of others in the

workplace.☺ recognize characteristics that are representative of a busybody.☺ tell apart the characteristics of an agitator.☺ reckon the phrases that describe a saboteur.☺ apply strategies to effectively confront duplicitous people in a given

situation.

Working with Difficult People – Conclusion.☺ At this point you should be able to be familiar with the following:

dealing with the dirty diggers, knowledge warden, bleaters, finger-pointers, perfectionists, saboteurs, hotheads.

modifying your tone to compliment a difficult person's communication style.

demonstrating reserve when responding to negative presumptions and biased accusations.

completing documentation on a difficult person's inappropriate behaviour.

using appropriate coping strategies when dealing with difficult people.

experimenting with possible solutions to help teach a difficult person.

effectively confronting a difficult person and stating facts. examining a situation without bias to uncover motive. asking open-ended questions to encourage communication. using positive reinforcement to encourage future desired

actions. developing and practicing a coping plan. communicating your message to a difficult person.

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