dealing with difficult people jennifer woods and beckie morris

Dealing with Difficult People

Jennifer Woods and Beckie Morris

Government Business

Health

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Who are potential “difficult people”?

Family Children Co-workers Staff/Upper Management Clients/Consumers/Customers Friends

Without naming names!! Take a moment and write down a situation in which you had to deal with a difficult person. How do you feel you handled the

situation?

Which category?

Tip #1: Keep your Cool Rule

Have you ever lost your cool in a situation? Was the outcome positive or negative?

Tip #1: Keep your Cool Rule

If you lose your self control at any point in the conversation things can escalate quickly and irreparable damage done

Count to 10, 15, 20……

Take Deep Breaths

Practice the 30 minute to 24 hour rule- if you feel angry wait a period of time so that you can gain control, think about the other persons perspective, brainstorm possible solutions…Caution: don’t wait too long.

Tip # 2: President Rule

How do people treat those in high

places?

Tip # 2: President Rule

With respect, dignity, and honor. Treat each person you encounter with those same attributes whether they are difficult or not.

Also known as the Golden Rule: Treat others how you want to be treated

Tip # 3: Don’t take it personally

While walking, you see a sign on a building that says “Madhouse” and for some reason you hear a man shouting from one of the windows saying: “HEY!! You are crazy!”

Tip # 3: Don’t take it personally

Do you really believe him? Do you take it personally? Do you let it bother your? Or do you ignore him and think: “Poor guy, he is locked in the madhouse and yet he thinks that I’m the crazy one.”

You might find it humorous or might even feel compassion, right?

Well, you could have the same attitude towards other people, especially with strangers, people that hardly know you, or people in the street. For examples: why bother to react when another driver insults you? Or when a coworker is trying to push your buttons and you know it?

Tip # 4: Humor is sometimes the best medicine

Can you think of a time when humor was successfully used to diffuse a situation?

Can you think of a time when it went wrong?

Tip # 4: Humor is sometimes the best medicineHumor is a powerful communication tool.

A fellow co-worker was quite stuck up. One day a colleague said “Hello, how are you?” to him. When the egotistical co-worker ignored her greeting completely, the colleague didn’t feel offended. Instead, she smiled good-naturedly and quipped: “That good, huh?” This broke the ice and the two of them started a friendly conversation. Brilliant.

When appropriately used, humor can shine light on the truth, disarm difficult behavior, and show that you have superior composure. This can be achieved when used appropriately.

Think back to the situation you wrote down at the beginning of this session… What could you have done differently to

have a more positive outcome? What are some ways you can practice these

skills to be proactive in the future?

Practice

Break into Groups of 2-3 Explain the situation you wrote down to

your partner. Role-play the scene using the tips in the

presentation to have a more positive outcome.

Recipe for Life4 cups of Love2 cups of Loyalty3 cups of Forgiveness1 cup of Friendship5 spoons of Hope2 spoons of Tenderness4 quarts of Faith1 barrel of Laughter

Take Love and Loyalty, mix it thoroughly with Faith. Blend it with Tenderness, Kindness & Understanding. Sprinkle abundantly with Laughter.Bake it with Sunshine. Serve daily with Generous helpings.

Resources http://www.anewmode.com/lifestyle/7-rules-dealing-difficult-people/#

sthash.n8bsTd6p.dpuf

https://www.psychologytoday.com/blog/communication-success/201309/ten-keys-handling-unreasonable-difficult-people

http://www.webmd.com/women/features/difficult-people?page=3

http://www.forbes.com/sites/kevinkruse/2013/06/25/dealing-with-difficult-people/

Yakoke! For joining us during this session.