Jay Leno show-Dealing with Difficult People

http://www.youtube.com/watch_popup?v=oOiD5T7Jsmk&vq=medium#t=34

Dealing with Difficult PeopleImproving Your Chance of

Success

• Everyone that works in the Public Sector has to interact with people

• Eventually there will be someone that will be upset about something

• Their anger will be aimed at whoever they may see as someone who has CAUSED or can SOLVE their problem

• The more upset they are - the more unreasonable they can be.

CONSIDERATIONS WHEN INTERACTING WITH DIFFICULT PEOPLE

• Where are you at?

• Are there other people around?

• Are your friends or co workers close?

• Are friends of the “problem person” close?

• What does the person look like?

• Would you handle the situation differently with those two people?

Personality

Gender

Culture

Age

Its important to consider:

WHAT TO DO WHEN CONFRONTED BY AN

AGGRESSIVE PERSON

• Be Calm

• Be Confident

• The first few words and how they are said often will determine a successful resolution.

• Move the dialogue away from a crowd

• Identify yourself—if possible, offer a business card

• Ask for their name. If comfortable and appropriate, address them by their first name.

• If the person is willing to talk reasonably, listen to their complaint.

• Within reason, let them vent. However, no cursing and no yelling.

• Don’t argue with the person.

• You have to make the decision, based on what is in front of you on how to proceed.

• Never risk being placed in harm’s way.

• Don’t hesitate to call Public Safety

General Information

• Consider language differences.

• Don’t let them get “under your skin”.

• Allow the person to speak but they must allow you to speak as well.

•Try to understand their point of view. They may be right—just handling it poorly.

•Consider the long term impact of your words, tone and gestures.

•Sometimes, an apology is all that is needed to begin the repair process

Reduction in Police Misconduct Complaints

WHY??

Audio and Video Taping

• If we know we are being recorded, it changes the way we behave

Usually for the better!

Summary

• Take a deep breath• Get your thoughts together• Remember the first few words are

important• Be CALM• Be CONFIDENT• Act as if you’re being recorded