Type of difficut people and how to handle them

1. How to Handle
Difficult People

2. TIP # 1
People aren’t Difficult…
they’re different

3. Five Misconceptions in Communication
 People always listen to you when you are speaking to
them When
people say they are paying attention they really are
When someone
says “ I understand “, he or she really does
Saying something over
and over ensure that your listener understand
Saying something over and over loudly will
even more effective than just saying it over and over

4. TIP # 2
If what you’re doing is
not working…Find a new way
to do it!

5. Why do difficult people resist new
ideas and opinions?
Resist to change
Resistance due to bad
mood
Resistance due to invasion of
territory

6. Why do difficult people resist new
ideas and opinions?
Resistance due to irritation
Resistance due to
negativity
Resistance due to fear
Resistance due to
perceived roles

7. TIP # 3
Resistance does not
mean NO

8. Six keys to conquering resistance
 Acknowledge and validate the other person’s
concern
Anticipate and voice the other person’s
objectives
Watch for “red flag” words

9. Six keys (cont.)
Exercise self control
Focus on solution not blame
Be clear
about what you want

10. TIP # 4
Deal with problem not
the symptoms

11. Minimizing difficult encounters
Build trust Demand
consistency
Communicate
constantly Use praise
liability Encourage
growth

12. TIP # 5
Be descriptive not
Judgmental

13. Steps to handling conflict
 Listen to the other’s issues _ Seek
first to understand then to be understood
Describe back to the individual
their point of view
formulate and suggest possible outcomes

14. TIP # 6
People who anger
you… control you

15. Difficult
people : Classic Types

16. The Bull
Characteristic – Bossy ,
Intimidating
Reason- To intimidate and control
Goal – Focus on the
issues, avoid emotions

17. The Fox
 Characteristic- Long winded, does not conflict
directly Reason – To get
attention
Goal – Surface the attack

18. The Stone wall
Characteristic – Silent and unresponsive
Reason – To control
the situation
Goal – Get a response

19. TIP # 7
Any behavior not
confronted will continue

20. Five commandments for changing
attitudes
Arguments never work
Respective, value the differences in
people
Fault does not matter
Start with areas of agreement
Listen for understanding

21. TIP # 8
If you keep doing what
you’ve always done, you’ll keep
getting what you’ve always gotten