How to Motivate, Manage, and Lead Difficult Employees and Bosses

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This document provides an overview of strategies for motivating, leading, and managing difficult people. It examines common types of difficult personalities and techniques for diffusing conflict, such as defining issues, showing empathy, and asking questions rather than giving advice. The document also discusses managing relationships with bosses by understanding their goals and communication preferences. Overall, it promotes developing competence, trustworthiness, and expertise to become an influential leader.

Business Technologie

MOTIVATING, LEADING AND
MANAGING DIFFICULT
PEOPLE
Talia Fox, M.Ed.
CEO, KUSI Training
www.kusitraining.com

Learning Objectives
 Examine common types of difficult people and
associated strategies to motivate them
 Explore the power relationship between boss and
subordinate and the “power questions” that
improve this relationship dynamic
 Examine communication techniques to diffuse
conflict
 Explore strategies to motivate and engage
ANYONE

Get It Out!

What types of people are
difficult?

Why Are People Difficult?

What are some of the
underlying reasons for
difficult behavior?

Managing and Leading Difficult
People
• What is the challenge?
• What type of difficult person are you dealing
with?
• What is your role in the conflict?
• How do your values/perceptions impact your
behavior?
• What part of the conflict to you agree with?
• What is the bigger picture? What is the goal?

Specific Techniques That Diffuse
Conflict
•
•
•
•
•
•

Define conflict
Identify the nature of conflict
Show empathy
Ask questions
Offer suggestions (Not advice)
Understand the role of values, biases, history,
culture, etc.

Talia’s Leadership Model
You

Form
Reactions

Behaviors
Choices
It

Them

Managing Your Boss
The ideal relationship is an interdependent
relationship:
1.
2.
3.
4.

Expressed mutual needs
Expressed mutual goals
Expressed mutual respect
Expressed mutual dependence

Competence = Service
Your Boss Is Your Customer!
• What are your boss’s priorities and goals?
• What pressures does he/she face?
• What is his/her communication style and
preferences?
• How does your boss like to work?
• What are your boss’s weaknesses and
strengths?

Top Professional Influencers
1. Competence
2. Trustworthiness
3. Expertise
4. Likability
5. Composure
6. Sociability

Authority and Positional Power is not on this list?

An “A” in Powerful Communication
Techniques
•
•
•
•

Ask
Absorb
Agree
Add

Shift From Amateur to Professional
Professional

Amateur
•
•
•
•
•
•
•
•

Has knowledge
Has awareness
Has great ideas
Follows job description
Stays in comfort zone
Collaborates
Understands the power of individual
contributions
Has values

•
•
•
•

•
•
•

Turns knowledge into practice
Articulates and implements
awareness
Expresses ideas and Motivates others
Aligns with personal/professional
values Seeks challenges to grow and
innovate
Leverages resources and shapes
opportunities
Liquidates collective value
Makes choices based on values

How to Motivate?
• Be influential
• Learn more, teach less
• Motivational interviewing
techniques
• Know that others are
motivated by different
things
• Create relationships and
partnerships

Ability to get
things done

Controlling
one’s
environment

What is
power?
Exercising
authority

Capacity to
influence
outcomes

Sources of Power
•
•
•
•
•
•
•
•
•

Personality
Information
Connection
Idea and Innovation
Communication
Confidence
Past performance
Unique Value
Organization

•
•
•
•
•
•
•
•
•

Resource
Silence
Charisma
Emotional intelligence
Organizational
Awareness
Availability
Internal resilience
Crisis management
Relationship Building

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Assertiveness is a crucial skill for women in the workplace to communicate their ideas, set boundaries, and achieve their goals without being perceived as overbearing or bossy. In this session, attendees will explore fundamental assertiveness skills and learn how to fortify themselves, reduce stress, and set boundaries when speaking their minds. They will examine their personal power, explore unconscious clues that show they are feeling intimidated, and discover techniques for assertive communication that communicate they have the upper hand. Attendees will also analyze how to develop an assertive response, say "no" assertively, and speak their minds guilt-free. By the end of this session, attendees will be able to: 1. Examine their personal power, where it comes from, and how to use it. 2. Explore unconscious clues that show they are feeling intimidated and stop being a people pleaser. 3. Discover techniques for assertive communication that communicate they have the upper hand. 4. Analyze how to develop an assertive response, say "no" assertively, and speak their minds guilt-free.

Speak Up and Stand Out: Assertiveness Skills for Women in the Workplace

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Learning objective: Uncover your quiet power and appreciate its value in a leadership role While leaders are often associated with extroverted qualities like being outgoing, gregarious, forceful, and dynamic, introverted leaders can bring considerable value to an organization with their quiet power. Notable examples include Oprah Winfrey, Michael Jordan, Warren Buffett, and Ruth Bader Ginsberg. In this session, we will redefine leadership by recognizing the strengths of introverted personality types and discussing how they can leverage their management style in a corporate environment. By the end of this session, attendees will be able to: 1. Identify the "extroverted ideal" of leadership and its influence on self-perception as a leader. 2. Assess your leadership style and the strengths derived from your introversion. 3. Examine others' perceptions of your leadership competence. 4. Discuss conditions for success and ways to optimize your performance. 5. Develop your ability to lead across diverse situations, encouraging full contribution from all employees.

Introverts as Leaders: Harnessing Quiet Power for Leadership Success

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In any workplace, emotions can run high, leading to conflict and tension that can threaten productivity and relationships. In this session, attendees will learn proven tips and techniques for managing conflict, anger, and emotional tension without damaging relationships. They will explore the 3 C's of conflict communication - being clear, curious, and calm - and discover how to use words that initiate discussion and minimize conflict. Attendees will also learn communication tools for constructive confrontation, methods for maintaining professionalism, and strategies for avoiding win-lose situations. They will also research how to use boundary statements when dealing with an angry person. By the end of this session, attendees will be able to: 1. Understand the 3 C's of conflict communication: Be Clear, Be Curious, and Be Calm. 2. Examine words that initiate discussion and minimize conflict. 3. Explore communication tools for constructive confrontation. 4. Discuss methods for maintaining professionalism and avoiding win-lose situations. 5. Research how to use boundary statements when dealing with an angry person.

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Learning Objectives: Discover effective methods for managing and supporting highly sensitive employees in the workplace. It is estimated that approximately one in five individuals are highly sensitive people (HSPs), which means you likely have at least one HSP on your team. HSPs process information more deeply and are more attuned to their surroundings, including lights, sounds, facial expressions, and vocal tones. While they can be exceptional employees - thoughtful, intuitive, conscientious, and dedicated high performers - they also require a unique approach to management. In this session, you will learn how to foster inclusivity and retain this neurodiverse group of individuals, who may prove to be some of your organization's most valuable assets. By the end of this session, attendees will be able to: 1. Identify common triggers for highly sensitive employees and understand how to mitigate them. 2. Discover effective ways to capitalize on the innate strengths of your highly sensitive team members. 3. Learn what not to say in order to avoid hurt feelings and maintain positive relationships with sensitive employees. 4. Implement communication adjustments that can significantly improve interactions with highly sensitive individuals. 5. Develop an action plan to empower and support your highly sensitive employees.

Communication Strategies for Engaging Highly Sensitive People

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Artificial intelligence (AI) and Chat GPT (Generative Pre-trained Transformer) are revolutionizing the way we work and interact with each other. From chatbots and virtual assistants to automated decision-making processes, AI is changing the way we approach work and the workplace. This seminar will explore the impact of AI and Chat GPT on the workplace and how businesses can leverage these technologies to improve efficiency and productivity. During this seminar, we will cover a range of topics related to AI and Chat GPT, including the history and evolution of AI, its current state of development, and the different applications of AI in the workplace. We will also discuss the impact of these technologies on the job market and the skills required to work effectively with them. Through a combination of lectures, case studies, and interactive discussions, attendees will gain a comprehensive understanding of the potential benefits and challenges of integrating AI and Chat GPT into the workplace. They will leave the seminar with practical insights and strategies to effectively leverage these technologies to drive innovation and productivity in their organizations. Learning Objectives: Upon completion of this seminar, participants will be able to: 1. Understand the history and evolution of AI and Chat GPT and their current state of development. 2. Gain insights into the different applications of AI and Chat GPT in the workplace and their potential benefits and challenges. 3. Learn about the impact of AI and Chat GPT on the job market and the skills required to work effectively with these technologies. 4. Develop practical strategies for effectively integrating AI and Chat GPT into the workplace to drive innovation and productivity. 5. Network with other industry professionals to share insights and best practices.

How Chat GPT and AI Will Impact the Workplace

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In today's fast-paced world, stress is a common experience for many professionals, impacting their health, productivity, and overall wellbeing. This session will focus on practical interventions to help manage workplace stress and improve employee resilience. Drawing on recent research, attendees will learn about the benefits of mindfulness and cognitive-behavioral therapy (CBT) interventions in reducing workplace stress and burnout. They will explore the relationship between employee stress, work-life balance, and a company's bottom line, and discuss practical steps for managing stress and living a more fulfilling life at work and at home. By the end of this session, attendees will be able to: 1. Recognize the impact of workplace stress on employee health, productivity, and overall wellbeing. 2. Explore mental health trends and their relationship to workplace stress and burnout. 3. Discuss practical interventions, such as mindfulness and CBT, to manage stress and build resilience.

Building Resilience: Strategies for Managing Stress and Boosting Performance

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Learning Objective: Discuss techniques for promoting yourself during an interview Do you know the benefits of establishing a positive and professional representation during an interview? Promotions depend on preparation and practice but knowing what to prepare and how to practice is essential. Mastering the Interview Training Materials holds the knowledge of the qualities that employers desire. Expanding your expectations of the questions that will be asked during an interview can give you an incredible advantage over other applicants for the position. Even more, demonstrating your unique skills through a well-articulated answer to interview questions will put you in the lead. Taking the initiative to prepare for an interview can create new opportunities for career development in your industry. After this seminar, the participants will know: a. What are the standard interview questions, and how to prepare your answers? b. What information do I need to know for every interview? c. How do I answer tough questions? d. What are good questions to ask your interviewer? e. How to answer the question: “So tell me about yourself? f. What do I do after the interview? g. What are common interview mistakes?

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1. MOTIVATING, LEADING AND MANAGING DIFFICULT PEOPLE Talia Fox, M.Ed. CEO, KUSI Training www.kusitraining.com

2. Learning Objectives  Examine common types of difficult people and associated strategies to motivate them  Explore the power relationship between boss and subordinate and the “power questions” that improve this relationship dynamic  Examine communication techniques to diffuse conflict  Explore strategies to motivate and engage ANYONE

3. Get It Out! What types of people are difficult?

4. Why Are People Difficult? What are some of the underlying reasons for difficult behavior?

5. Managing and Leading Difficult People • What is the challenge? • What type of difficult person are you dealing with? • What is your role in the conflict? • How do your values/perceptions impact your behavior? • What part of the conflict to you agree with? • What is the bigger picture? What is the goal?

6. Specific Techniques That Diffuse Conflict • • • • • • Define conflict Identify the nature of conflict Show empathy Ask questions Offer suggestions (Not advice) Understand the role of values, biases, history, culture, etc.

7. Talia’s Leadership Model You Form Reactions Behaviors Choices It Them

8. Managing Your Boss The ideal relationship is an interdependent relationship: 1. 2. 3. 4. Expressed mutual needs Expressed mutual goals Expressed mutual respect Expressed mutual dependence

9. Competence = Service Your Boss Is Your Customer! • What are your boss’s priorities and goals? • What pressures does he/she face? • What is his/her communication style and preferences? • How does your boss like to work? • What are your boss’s weaknesses and strengths?

10. Top Professional Influencers 1. Competence 2. Trustworthiness 3. Expertise 4. Likability 5. Composure 6. Sociability Authority and Positional Power is not on this list?

11. An “A” in Powerful Communication Techniques • • • • Ask Absorb Agree Add

12. Shift From Amateur to Professional Professional Amateur • • • • • • • • Has knowledge Has awareness Has great ideas Follows job description Stays in comfort zone Collaborates Understands the power of individual contributions Has values • • • • • • • Turns knowledge into practice Articulates and implements awareness Expresses ideas and Motivates others Aligns with personal/professional values Seeks challenges to grow and innovate Leverages resources and shapes opportunities Liquidates collective value Makes choices based on values

13. How to Motivate? • Be influential • Learn more, teach less • Motivational interviewing techniques • Know that others are motivated by different things • Create relationships and partnerships

14. Ability to get things done Controlling one’s environment What is power? Exercising authority Capacity to influence outcomes

15. Sources of Power • • • • • • • • • Personality Information Connection Idea and Innovation Communication Confidence Past performance Unique Value Organization • • • • • • • • • Resource Silence Charisma Emotional intelligence Organizational Awareness Availability Internal resilience Crisis management Relationship Building

How to Motivate, Manage, and Lead Difficult Employees and Bosses

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