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#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18, 2016
Moscone Convention Center
San Francisco
“Talk to the Hand!”How to Deal With Difficult People
Rommel Anacan
Jackie Ramstedt, CAM, CAPS, CAS
The industry LIVES here!
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Jackie Ramstedt, CAM, CAPS, CASPrincipal and CMO Chief Motivational OfficerRamstedt Enterprises, Inc.www.JackieRamstedt.com
Jackie Ramstedt is a repeatedly requested nationally renowned motivational keynote speaker, trainer, operations consultant, and business performance coach who has more than 30 years experience in our residential housing management industry. This is Jackie’s 12th year as a member of the prestigious Apartment All Stars Team. Her webinars are featured on Multifamily Insiders’ Webinar Wednesdays and she is a veteran instructor teaching for the National Apartment Association designation courses, NALP, CAM, CAPS, CAS, as well as MCE courses for the Texas Real Estate Commission.
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Rommel Anacan
President The Relationship Differencewww.RelationshipDifference.com
Just coped off Internet; Need the good one
Rommel Anacan ('Roh-mel Ana-kin') is the "Connection Expert" and his "Win With People" methodology to professional and organizational development has powerfully impacted thousands of people nationwide. Like many of you, he is a multifamily industry veteran- having worked at all levels of the industry from onsite to corporate, where he developed a reputation for solving common industry challenges in uncommon ways. Rommel is also the co-host of The Multifamily Podcast and a prolific industry writer.
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
From: Disney’s The Kid
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
You are in the right place if…#1. You want to UNDERSTAND the
negative effects difficult people can
impose on your performance
#2. You want to LEARN how to identify
the real language of communication
#3. You want to CREATE a “bullet
proof” plan for protecting your
universe from difficult people
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Winning with
People isthe Heart
of Success!
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
What are some of your “difficult people” pet peeves?
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
What can make people so difficult??
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Because we’re all different!!
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
And we all desire connection
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
“The Disconnect”
Perception Differences
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Change is not the problem – resistance to change is the problem
There isn’t any real need
to change
Believe the change will
fail
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Toxic people defy logic.
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
1. They are selfish
2. They need to be right
3. Always surrounded by drama
4. They lie
5. They’re too eager
6. Always the victim
7. Never have nice things to say
8. Can’t let go
9. They are evasive
10. Not nice to others
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Who are the Difficult People in Your
Universe? Dealing with a “Fool”
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Who are the Difficult People in Your Universe? Dealing With a “Bad Person”
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
“Top 10 Multifamily Apartment Resident Complaints”1.Rental rates2.Poor grounds or common area upkeep3.Disorganized staff and/ or lack of communication with staff4.Quality of response to maintenance requests5.Overall customer service of management staff6.Quality of parking and parking availability7.Concerns over security, safety, and lighting8.Lack of upgraded amenities9.Pets not on leash and poor pet waste removal10.General lack of preventative maintenance
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
https://www.youtube.com/watch?v=_MC3X
uMvsDI
So What’s Going On In Their Minds?
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Marshall Rosenberg’s book, Nonviolent Communication
Ask yourself…
1.What just happened?
2.What are the feelings arising in me?
3.What do I need that I’m not receiving?
4.What am I asking for?
Anger Bag Head
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San FranciscoSir Richard Branson
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
In response to heated challenges…
Stop whatever you're doing
Take 3 deep breaths
Observe how your body feels
Proceed with kindness
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
See Through the Control Drama the
Other Person Is Using
• Being nice and manipulative• Being nasty and manipulative• Being aloof and withdrawn• Being a victim / “poor-me” role
Workplace Drama?
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Be aware of your EFFECT on people!
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Be aware of your EFFECT on people!
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Focus on what you can control
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Look for Ways
to Create Connection
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Remember Their Culture
FearAnger Sad
Malice
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
. direct our own lives
.learn and create new things
.do better by ourselves and our world.
Give Them Direction and Motivation
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Help People Fit In
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
“Every difficult person has a story!”
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
Name one key take away from our session
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18 • Moscone Convention Center • San Francisco
10 Tips for Dealing With Difficult People at Workhttp://humanresources.about.com/od/difficultpeople/tp/dealing_difficult.htm
How To Deal with a Mean Colleaguehttps://hbr.org/2014/10/how-to-deal-with-a-mean-colleague
Useful Strategies to Dealing with Difficult People at Workhttp://www.dumblittleman.com/2011/06/9-useful-strategies-to-dealing-with.html
The Power of Understanding People by Dave Mitchell
Daring Greatly by Brene Brown
Theories of Personalityhttp://psychology.about.com/od/theoriesofpersonality/a/neurot
www.talentedladiesclub.com/all-help/10-giveaway-signs-toxic-person-handle
#NAAEduConf
June 15-18 ☻ Moscone Convention Center ☻ San Francisco
#NAAEduConf
June 15-18, 2016
Moscone Convention Center
San Francisco
Rommel Anacan
www.RelationshipDifference
Jackie Ramstedt, CAM, CAPS, CAS
www.JackieRamstedt.com