Contact (Pemateri): Kanaidi, SE., M.Si., cSAP HP 0812 2353 284, +62 878 2298 4716 WA 0878 2330 6608 e-mail : kanaidi963@gmail.com atau kanaidi@yahoo.com

1. 02/12/18
Dealing With Difficult People
HM MBT OKTOBER 2009
By : Kanaidi, SE., M.Si, cSAP
kanaidi963@gmail.com ..08122353284
11
LEADERSHIP & MANAGEMENT SKILL TRAINING
1 11 1

2. 02/12/18
Dealing With Difficult People
Difficult people can make your work day
less enjoyable. With the right
strategies, you can learn to deal with
them effectively.
• If you have to work with difficult people
every day, you probably dread going to
work each morning. What's more, you
might get so stressed that you can't
concentrate on the job.

3. 02/12/18

4. 02/12/18
• Tentu saja, hal tersebut sangat merepotkan,
menyedihkan, dan bahkan mampu menguras energi dan
pikiran Anda.
• Hal-hal yang semestinya berjalan beriringan, saling
mendukung, akan menjadi serba tak terkoordinasi,
berantakan, bergerak sendiri-sendiri, sehingga hasilnya
pun niscaya akan sangat kacau-balau.
• Jika itu terjadi dalam sebuah kantor atau perusahaan,
maka pastilah suasana kerjanya sangat buruk dan
membosankan, dan jugalah laju perusahaan besar
kemungkinan akan sangat tak sehat
Dealing With Difficult People

5. 02/12/18
Orang yang sulit itu mudah dikenali:
• suka datang terlambat, pulang lebih awal, tidak
menyelesaikan pekerjaan tepat waktu, serta punya
seribu satu alasan atas kegagalan yang dialaminya.
• suka mempermalukan atasan dan karyawan lainnya,
menanyakan hal-hal sepele yang sebenarnya bisa
dijawab sendiri, suka mengabaikan detail, mengganggu,
dan berulang-ulang membantah Anda maupun rekan
kerjanya.
• Yang lebih buruk, saat berinteraksi dengan konsumen,
vendor, atau orang yang posisinya lebih rendah, ia suka
cemberut dan bermuka masam, tidak sopan, sombong,
tidak informatif, menyesatkan, atau membuat kesalahan
yang tidak perlu.
Daftar ini bisa lebih panjang lagi tergantung pada persepsi
kita tentang orang yang sulit
Dealing With Difficult People

6. 02/12/18
Bagaimana Mengatasinya?
1. Jangan berharap bisa selesai dengan
sendirinya.
2. Tangani sesegera mungkin.
3. Selidiki masalah itu secara pribadi.
4. Bantu karyawan itu untuk berubah.
5. Jika semuanya gagal, PHK bisa jadi
diperlukan.

7. 02/12/18
How You Can Cope
Effectively
with four common types of difficult people
Openly Aggressive People
• Stand up to them, but don't fight. Overly aggressive
people expect others to either run away from them
or react with rage. Your goal is simply to assertively
express your own views, not try to win a battle of
right and wrong.
• First, wait for the person to run out of some steam.
Then call the person by name and assert your own
opinions with confidence

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Snipers
• Difficult people are experts at taking potshots and
making sneak attacks in subtle ways, such as humorous
put-downs, sarcastic tones of voice, disapproving looks
and innuendoes.
• You may feel uncomfortable replying to them because
you don't like confrontation. This, however, allows
snipers to get away with their covert hostility.
• Respond to a sniper with a question. “That sounds like
you're making fun of me. Are you?” A sniper usually
replies to such accusations with denial, “I'm only joking.”
• Nevertheless, questioning covert attacks will reduce the
chance for similar attacks in the future.
How You Can Cope
Effectively
with four common types of difficult people

9. 02/12/18
Complainers
• These are fearful people who have little faith in
themselves and others because they believe in
a hostile world. Their constant discouragement
and complaining can bring everyone to despair.
• “Don't try to argue these difficult people out of
their negativity. Instead, respond with your own
optimistic expectations,” says Bramson.
How You Can Cope Effectively
with four common types of difficult people

10. 02/12/18
Silent People
• People who ignore you, give you sullen looks, and/or
respond to every question with either “I don't know” or
silence are difficult because they're timid. Silent people
get away with not talking because most people are
uncomfortable with silence and are too quick to fill in the
gaps. Ask them questions that can't be answered with
just a “yes” or “no,” such as, “Why is it uncomfortable for
you to answer my questions?”
• Then wait at least one full minute before you say
anything. This long silence may make them
uncomfortable enough to say something. If they do start
talking, listen carefully.
How You Can Cope Effectively
with four common types of difficult people

11. 02/12/18
SANGUINI
S
MELANKOLI
S
KHOLERIS
PHLEGMATI
S
Tidak disiplin,
Emosi tdk stabil,
Tdk produktif,
Egosentris,
Membesar-
besarkan
masalah
Dingin, Tdk emosi,
Merasa puas diri,
Ceroboh, Dominan,
Sulit mengampuni,
Sarkatis, Pemarah,
Kejam
Pemurung, Berpusat
pd diri, Suka
menyiksa,
Pembalas, Perasa,
Teoritis, Kurang
bermasyarakat,
Berfikir negatif,
Pendendam
Tdk punya motivasi,
Suka menunda,
Egois, Kikir,
Menyelamatkan diri
sendiri, Tidak
tegas, Penakut,
Mudah khawatir
KELEMAHAN
KELEMAHAN
Ramah,
Responsif,
Hangat,
Bersahabat,
Banyak
bicara,
Antusias,
Belas kasih
Berbakat,
Analitis,
Estelitis,
Rela
berkorban,
Tekun,
Disiplin
Kemaun keras,
Independen,
Memiliki visi,
Praktis,
Produktif,
Tegas,
Pemimpin
Tenang,
Kalem,
Cuek/tdk
peduli,
Diandalkan,
Objektif,
Diplomatis,
Efisien,
Teratur,
Humoris
KEKUATAN :
KEKUATAN :
4 Golongan Temperamen Manusia
KEKUATAN :
KEKUATAN :

12. 02/12/18
Don't Give UpDon't Give Up
• Dealing with difficult people takes practice, so
don't get discouraged.
• Although these strategies won't change the
difficult people, they will break their ability to
interfere with your effectiveness,” says Bramson.
“Most important, you'll feel more confident and
you'll start to enjoy your workdays.”

13. 02/12/18
• The First Rule :
There is no such thing as a difficult
person, there are just people we need to
learn how to deal with…
• The Second Rule :
Re-read the First Rule
Dealing With Difficult People

14. 02/12/18
How to Win Friends and
Influence People? (Dale Carnegie)
• Atasan juga perlu melakukan introspeksi diri ;
siapa tahu justru atasannya yang berkepribadian
sulit
• Atasan yang baik harus memegang poin penting
bahwa seorang staf yang sulit belum tentu
karyawan yang buruk
• Bila ingin stafnya berkinerja baik, sesuai, bahkan
melebihi standar, faktor atasan sangat
menentukan
• Seorang atasan bahkan perlu menetapkan
tujuan untuk menghilangkan atribut sulit tersebut
dari stafnya

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