Managing Conflicts And Difficult People
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ABF Executive Secretaries and Personal Assistants Conference 17-18 Feb 2009 *Know the personalities of the people you are dealing with *Understanding the body languages *Avoid stress/conflict/burnout in workplace & managing depression
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Managing Conflicts And Difficult People
- 1. MANAGING CONFLICTS AND DIFFICULT PEOPLE ABF Executive Secretaries and Personal Assistants Conference 17-18 Feb 2009 Kenny Ong CNI Holdings Berhad www.myCNI.com.my www.OOBEY.com
- 5. Introduction: People Skills Why is it so important to us? www.myCNI.com.my www.OOBEY.com
- 6. Management Skills www.myCNI.com.my www.OOBEY.com Conflict Mgmt 7. Career 6. Attitude 5. Discipline 4. Relationship 3. Time 2. Boss 1. Job What to Manage?
- 7. Law of the Ping-Pong Ball a.k.a. Law of Cause and Effect
- 11. Communication SF LINA L isten with interest and praise make the person feel I mportant use their N ame A sk questions www.myCNI.com.my www.OOBEY.com
- 12. Influence SF PASSE P raise and encourage A sk questions allow the person to S ave Face use S MART goals E ncourage small improvements www.myCNI.com.my www.OOBEY.com
- 13. Personality SF S + FH + C S mile F irm H andshake C ompliment www.myCNI.com.my www.OOBEY.com
- 14. Understanding Yourself and Others - Personalities www.myCNI.com.my www.OOBEY.com Handout 1: Personality Types Closed Open People Task Perfect: Melancholy Powerful: Choleric Popular: Sanguine Peaceful: Phlegmatic
- 15. Understanding Yourself and Others - Motives www.myCNI.com.my www.OOBEY.com Handout 2: McClelland Motive Self Assessment Handout 3: Motive Profiles Overview Power (nPow) Achievement (nAch) Affiliative (nAff)
- 17. Understanding Conflicts What isâŠ, Sources ofâŠ, www.myCNI.com.my www.OOBEY.com
- 18. Why do Conflicts happen? Unrealistic Expectations Inadequate Resources www.myCNI.com.my www.OOBEY.com CONFLICTS Lack of Cooperation Reduce Energy
- 23. Sources of Conflicts www.myCNI.com.my www.OOBEY.com Instrumental Interest Personal
- 27. Managing Conflicts and Difficult People The world is full of people who donât like you⊠live with it. www.myCNI.com.my www.OOBEY.com
- 29. 1. Compromise, if possible
- 30. 2. Win-win, if possible
- 31. 3. Adapt, to different people
- 32. 4. Hide your Ego
- 33. 5. Lower your Expectations
- 34. 6. Find Common Ground
- 35. 7. Same Destination, Different Paths
- 37. 9. Accept the fact
- 38. 10. Face
- 39. How to avoid getting killed by stress Avoid stress, conflict, and burnout in the workplace www.myCNI.com.my www.OOBEY.com
- 44. 5. Who are you working for? End Notes www.myCNI.com.my www.OOBEY.com
- 46. Who are you really working for?
- 49. Thank You. soft copy of slides: http://totallyunrelatedrandomanddebatable.blogspot.com