Dealing with difficult People

Dealing with difficult People 3 Day WorkshopTrainer: Lynn Carey

This 3 workshop is titled Dealing With Difficult People. 1

PLANStrategySelf-AwareTriggersResilient

You need a plan! You need a strategy for war! And for your line of work. You will leave here being self-aware, able to identify triggers and to be resilient in the presence of difficult conversation and people.

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Why Is this needed?

Zero$040 yearsHalf67%70%87%#1

Delotte Survey Results1/3 of life span is spent on a jobMost people have a 40 year career span87% of workers dont like their job50% are not being satisfied or are not fulfilled in their current position25% says their job is #1 stress factor in their life41% of people are living from paycheck to paycheck and have $0 in savings70% have ZERO motivation to do the work that they doHalf woefully underpaid67% in the wrong field

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Day 1 activities KnowledgeInformational on Personality Tests and why this workshop is neededThe mirror principle AssignmentComplete Myers-Briggs Personality TestDiscussionDiscuss the results of the testHow do you handle anxietyHomeworkStudy your personality typeAsk people who know you if the test is accurate

About MeWebster University Class of 2016

About you

About you

Myers- Briggs Quick Lecture

What is your PersonalityType?

Pass out Worksheet9

Worksheet page 210

Worksheet page 211

Worksheet page 312

Worksheet page 313

Strength: Honest, direct, strong willed, calm, practical, enforcer, Weakness: Stubborn, insensitive, by the book, judgmentalCareer paths: Consultants, lawyers, military, judges, detectives, accountants, data analysis, financial managers, and doctorsFamous ISTJs: Sting, Denzel Washington, George Washington and Condoleeza Rice.

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ISTJCommunicates well with: ESTJ, ISTJ, ESTP, and ISTPCommunicates on logic and concepts with: ENTJ, INTJ, ENTP, and INTP, ISTJsCommunicates actual experiences with: sensing/feeling (SF) personality types, including ESFJ, ISFJ, ESFP, and ISFP, ISTJsEmphasize concepts, ideas and feelings with: ENFJ, INFJ, ENFP, and INFP.

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Worksheet Page 516

Worksheet Page 617

The Mirror PrincipleWho we are determinesHow we see others.

Anxiety

Anxiety vs PTSD

HomeworkStudy your personality typeAsk people who know you if the test is accurate

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Day 2 activities

KnowledgeProper workplace behaviors and cultureEmpathy vs SympathyAssignmentIdentifying various triggersDiscussionPartner with your class buddy and record a situation where you used empathyHomeworkPractice empathy

Workplace culture

Cultureis the personality of your company. It's what makes your organization unique. It is the sum of its values, beliefs, interactions, and attitudes.

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No GossipingManage your timePractice integrityBe safeKeep a tidy work areaProper workplace behaviorsSMILEBe Helpful

No gossiping Manage your timeKeep a tidy workspacePractice integrity refrain from public display of affection with your spouseBe safeEvaluate your productivitySmileBe helpful their opinion on Workplace Behavior24

Do You Have Good Office Manners?Quiz

Pass out Quiz25

Difficult people are simply

People who you dont understand

Empathy vs Sympathy

Stuck in trafficNot enough sleepDivorceFamily issuesSick babyDeath Bills dueBad reviewRacially profiledMass shootingHomeworkHealth DepressionThings not going as plannedWithdrawl

Trigger ResponseI get irritated easily ifWhen people share gossip with me I.When my boss gives me feedback IWhen my coworker blames me for not meeting a timeline I.When I am overwhelmed with work I

Practice empathy

Homework

Day 3 activities

KnowledgeIdentifying difficult types of peopleAssignmentRolePlay DiscussionSilently discuss with yourself if you are a difficult personHomeworkPut to use practical concepts

Types of difficult people

The BullyThe Back-stabberThe Explosive ExploderThe ComplainerThe Mute

Work SheetsThe Bully aka IntimidatorThe Back-stabber The Explosive ExploderThe Know-It-AllThe People PleaserThe ComplainerThe Mute

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The IntimidatorTheir GoalGet things done

Behaviors to Recognize Criticize, accuse, nothing but negative things to say, and always giving orders.Their GoalGet things doneHow to HandleDo not counter attackRepeat their name firmly and continuouslyAcknowledge that you understand their complaintMake it known that you would like to discuss

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The Back-stabberTheir GoalGet an emotional response from you

Behaviors to Recognize Destroys credibility, finds and says everything wrong with your work, and are enviousTheir GoalGet an emotional response from youHow to HandleHave no emotional reactionBe direct and assertive and ask: I heard you say ________. What did you mean by that? And How does that relate to what we are discussing now?Acknowledge that you will like to discuss their comments at a later time.

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The Explosive ExploderTheir GoalTo feel powerful

Behaviors to Recognize Blows everyday situations out of proportion, disruptive, antagonistic and combative. Their GoalTo feel powerfulHow to HandleGet emotionally grounded first. Be friendly and calm. Repeat their name and repeat concerns.Address concerns quickly and clearly. Give the Exploder time to calm down. Find their trigger and work to prevent future explosions.

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The Know-it-allTheir GoalFeed their ego

Behaviors to Recognize Wont listen, outspoken, blamer, expert in their field. Avoids questions and despises new ideas.Their GoalFeed their egoHow to HandleBe armed with knowledge. Be patient and flexible.Present ideas clearly and non threatening. Soften statements with: what do you think? Turn this person into a mentor.

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The People PleaserTheir GoalPlease people

Behaviors to Recognize Says yes to everything, always overwhelmed, rarely delivers and always has an excuseTheir GoalPlease peopleHow to HandleCreate a safe space for them to discuss their full plate. Help them be organized. If you must get a commitment ask them to sign the commitment and hold them to it.

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The MuteTheir GoalAvoid confrontation

Behaviors to Recognize Silent at all times, no opinion, hard to work/live withPassive and might withdraw in frustrationTheir GoalAvoid confrontationHow to HandleAsk open-end questionsLook and sound like you expect an answerShow them that their silence is impacting the group

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The ComplainerTheir GoalTo vent

Behaviors to Recognize Complains about everythingLife if rough for themHas no idea on how to make things rightTheir GoalWants to vent.How to HandleBe patient and have compassionBe open to helping them find solutions.Acknowledge that you are interested.Set up a meeting to discuss specifically what they want and what solutions they have in mind42

Role Play

Work SheetsThe Bully aka IntimidatorThe Back-stabber The Explosive ExploderThe Know-It-AllThe People PleaserThe ComplainerThe Mute

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Questions?

Dealing with difficult People 3 Day WorkshopTrainer: Lynn CareyThank you!

This 3 workshop is titled Dealing With Difficult People. 45