“talk to the hand!”...experience in our residential housing management industry. this is...

#NAAEduConf

June 15-18 ☻ Moscone Convention Center ☻ San Francisco

#NAAEduConf

June 15-18, 2016

Moscone Convention Center

San Francisco

“Talk to the Hand!”How to Deal With Difficult People

Rommel Anacan

Jackie Ramstedt, CAM, CAPS, CAS

The industry LIVES here!

#NAAEduConf


#NAAEduConf

June 15-18 • Moscone Convention Center • San Francisco

Jackie Ramstedt, CAM, CAPS, CASPrincipal and CMO Chief Motivational OfficerRamstedt Enterprises, Inc.www.JackieRamstedt.com

Jackie Ramstedt is a repeatedly requested nationally renowned motivational keynote speaker, trainer, operations consultant, and business performance coach who has more than 30 years experience in our residential housing management industry. This is Jackie’s 12th year as a member of the prestigious Apartment All Stars Team. Her webinars are featured on Multifamily Insiders’ Webinar Wednesdays and she is a veteran instructor teaching for the National Apartment Association designation courses, NALP, CAM, CAPS, CAS, as well as MCE courses for the Texas Real Estate Commission.

http://www.jackieramstedt.com/

#NAAEduConf


#NAAEduConf


Rommel Anacan

President The Relationship Differencewww.RelationshipDifference.com

Just coped off Internet; Need the good one

Rommel Anacan ('Roh-mel Ana-kin') is the "Connection Expert" and his "Win With People" methodology to professional and organizational development has powerfully impacted thousands of people nationwide. Like many of you, he is a multifamily industry veteran- having worked at all levels of the industry from onsite to corporate, where he developed a reputation for solving common industry challenges in uncommon ways. Rommel is also the co-host of The Multifamily Podcast and a prolific industry writer.

http://www.relationshipdifference.com/

#NAAEduConf


#NAAEduConf


From: Disney’s The Kid

#NAAEduConf


#NAAEduConf


You are in the right place if…#1. You want to UNDERSTAND the

negative effects difficult people can

impose on your performance

#2. You want to LEARN how to identify

the real language of communication

#3. You want to CREATE a “bullet

proof” plan for protecting your

universe from difficult people

#NAAEduConf


#NAAEduConf


Winning with

People isthe Heart

of Success!

#NAAEduConf


#NAAEduConf


What are some of your “difficult people” pet peeves?

#NAAEduConf


#NAAEduConf


What can make people so difficult??

#NAAEduConf


#NAAEduConf


Because we’re all different!!

#NAAEduConf


#NAAEduConf


And we all desire connection

#NAAEduConf


“The Disconnect”

Perception Differences

#NAAEduConf


#NAAEduConf


Change is not the problem – resistance to change is the problem

There isn’t any real need

to change

Believe the change will

fail

#NAAEduConf


#NAAEduConf


Toxic people defy logic.

#NAAEduConf


#NAAEduConf


1. They are selfish

2. They need to be right

3. Always surrounded by drama

4. They lie

5. They’re too eager

6. Always the victim

7. Never have nice things to say

8. Can’t let go

9. They are evasive

10. Not nice to others

#NAAEduConf


#NAAEduConf


Who are the Difficult People in Your

Universe? Dealing with a “Fool”

#NAAEduConf


#NAAEduConf


Who are the Difficult People in Your Universe? Dealing With a “Bad Person”

#NAAEduConf


“Top 10 Multifamily Apartment Resident Complaints”1.Rental rates2.Poor grounds or common area upkeep3.Disorganized staff and/ or lack of communication with staff4.Quality of response to maintenance requests5.Overall customer service of management staff6.Quality of parking and parking availability7.Concerns over security, safety, and lighting8.Lack of upgraded amenities9.Pets not on leash and poor pet waste removal10.General lack of preventative maintenance

#NAAEduConf


#NAAEduConf


https://www.youtube.com/watch?v=_MC3X

uMvsDI

So What’s Going On In Their Minds?

https://www.youtube.com/watch?v=_MC3XuMvsDI

#NAAEduConf


#NAAEduConf


#NAAEduConf


#NAAEduConf


#NAAEduConf


Marshall Rosenberg’s book, Nonviolent Communication

Ask yourself…

1.What just happened?

2.What are the feelings arising in me?

3.What do I need that I’m not receiving?

4.What am I asking for?

Anger Bag Head

#NAAEduConf

June 15-18 ☻ Moscone Convention Center ☻ San FranciscoSir Richard Branson

#NAAEduConf


#NAAEduConf


In response to heated challenges…

Stop whatever you're doing

Take 3 deep breaths

Observe how your body feels

Proceed with kindness

#NAAEduConf


#NAAEduConf


See Through the Control Drama the

Other Person Is Using

• Being nice and manipulative• Being nasty and manipulative• Being aloof and withdrawn• Being a victim / “poor-me” role

Workplace Drama?

#NAAEduConf


#NAAEduConf


#NAAEduConf


#NAAEduConf


Be aware of your EFFECT on people!

#NAAEduConf


#NAAEduConf


Focus on what you can control

#NAAEduConf


#NAAEduConf


Look for Ways

to Create Connection

#NAAEduConf


#NAAEduConf


Remember Their Culture

FearAnger Sad

Malice

#NAAEduConf


#NAAEduConf


. direct our own lives

.learn and create new things

.do better by ourselves and our world.

Give Them Direction and Motivation

#NAAEduConf


#NAAEduConf


Help People Fit In

#NAAEduConf


#NAAEduConf


“Every difficult person has a story!”

#NAAEduConf


#NAAEduConf


Name one key take away from our session

#NAAEduConf


#NAAEduConf


#NAAEduConf


#NAAEduConf


10 Tips for Dealing With Difficult People at Workhttp://humanresources.about.com/od/difficultpeople/tp/dealing_difficult.htm

How To Deal with a Mean Colleaguehttps://hbr.org/2014/10/how-to-deal-with-a-mean-colleague

Useful Strategies to Dealing with Difficult People at Workhttp://www.dumblittleman.com/2011/06/9-useful-strategies-to-dealing-with.html

The Power of Understanding People by Dave Mitchell

Daring Greatly by Brene Brown

Theories of Personalityhttp://psychology.about.com/od/theoriesofpersonality/a/neurot

www.talentedladiesclub.com/all-help/10-giveaway-signs-toxic-person-handle

http://humanresources.about.com/od/difficultpeople/tp/dealing_difficult.htm

http://www.dumblittleman.com/2011/06/9-useful-strategies-to-dealing-with.html

http://psychology.about.com/od/theoriesofpersonality/a/neurot

http://www.talentedladiesclub.com/all-help/10-giveaway-signs-toxic-person-handle

#NAAEduConf


#NAAEduConf

June 15-18, 2016

Moscone Convention Center

San Francisco

Rommel Anacan

www.RelationshipDifference

[email protected]

Jackie Ramstedt, CAM, CAPS, CAS

www.JackieRamstedt.com

[email protected]

“talk to the hand!”...experience in our residential housing management industry. this is...

Documents