Managing Difficult People
-
Upload
oxfordcambridge -
Category
Business
-
view
570 -
download
1
Transcript of Managing Difficult People
![Page 1: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/1.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
The Seeds Of LearningOxfordCambridge.Org
Managing Difficult People
![Page 2: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/2.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
The Seeds Of LearningOxfordCambridge.Org
The Seats of Learning
‘knowledge can free the mind’
Welcome!
![Page 3: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/3.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
• Managing Difficult People
• Introductory concepts @ OxfordCambridge.Org all for free and free for all.• The information gathered here is under KeyPoints format and may be use:• - Either to give the reader an overview before deciding for a full scale study of the
topic.• - Or act as a study guide for learners in expanding their knowledge on that given topic.
• Some recommendations, perhaps:• - Identify each KeyPoint on which you feel a need to expand your knowledge,• - Choose a good book or academic magazine and info from the Internet.• - And then work towards gaining that knowledge, at your own pace.• Please enjoy!
KeyPoints to develop in your own time!
What?
How?
![Page 4: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/4.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
Managing Difficult People – Introduction.
☺ Most of us have worked with at least one difficult person in our careers.
☺ That person who tests our nerves, makes us cringe, and infuriates our sense of workplace ethics and decorum.
☺ They rant; they blame; they hide; they lie.☺ It seems sometimes as if they make it their duty to make others’ lives
miserable.☺ See what to do to encounter such people.
![Page 5: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/5.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
Managing Difficult People - Aim of publication.
Point readers or learners to actions and strategies to protect themselves from the mayhem cause by difficult people in the workplace.
![Page 6: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/6.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
Managing Difficult People – Summary.
☺ Is grinding our teeth what we feel like in frustration each time you have to work closely with someone who drives us crazy?
☺ Must we stop put up with difficult people at work on a regular basis?
☺ What to do to protect ourselves from the mayhem they cause?☺ What actions and strategies to employ to harness their
personalities and encourage their strengths?☺ So discover actions and strategies to protect ourselves from
the mayhem cause by difficult people, in the workplace.☺ Furthermore, let’s discover if we are the difficult individuals as
well.
![Page 7: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/7.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
Managing Difficult People - Learning Objectives.After developing the KeyPoints outlined in this publication, you should mainly be able to:
acknowledge the importance of identifying difficult people at work. recognize common types of defensive behavior. think of benefits of communicating effectively with difficult people. handle hostile-aggressive people in the workplace. identify comments made by a verbal assailant. apply strategies to deal with a dirty digger. cope with passive-aggressive people in the workplace. apply the steps for dealing bleaters, finger-pointers, naysayers. identify reasons people procrastinate. deal effectively with arrogant and duplicitous people.
![Page 8: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/8.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
*** About the Structure and Flow of our Presentations ***
![Page 9: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/9.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
Managing Difficult People - Sections List. (Section 1) Difficult People in the Workplace. (Section 2) Working with Aggressive People. (Section 3) Working with Negative People. (Section 4) Working with Arrogant People.
![Page 10: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/10.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 1) Difficult People in the Workplace – Summary.
☺ Is grinding our teeth what we feel like in frustration each time you have to work closely with someone who drives us crazy?
☺ Must we stop put up with difficult people at work on a regular basis?
☺ If our answers are "yes" to any of these questions, it's probably time for to learn to deal with difficult people at work.
☺ We ought to follow guidance in our journey to coping with difficult people in an effective manner.
☺ Knowing step-by-step methods and processes is a must to help identify difficult people, to cope and communicate with them.
☺ Yes, we should no longer have to be frustrated or intimidated by difficult people.
![Page 11: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/11.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 1) Difficult People in the Workplace – HighPoints. Identify and Cope with Difficult People. Coping Strategies in Dealing with Difficult People. Communication with Difficult People.
![Page 12: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/12.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 1) HighPoints: Identify and Cope with Difficult People.
☺ recognize importance of identifying difficult people at work.
☺ identify questions to raise to determine who is a difficult person.
☺ analyze and determine whether the difficult boss has been effectively dealt with.
☺ apply appropriate strategies for dealing productively with a difficult colleague.
☺ determine if you are the difficult person.
![Page 13: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/13.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 1) HighPoints: Coping Strategies in Dealing with Difficult People.
☺ recognize the importance of learning coping strategies for dealing with difficult people.
☺ determine whether someone will be successful in planning ahead for coping with a difficult person.
☺ compare common types of defensive behavior with corresponding statements.
☺ apply steps for responding non-defensively in a given situation.
☺ know of methods for getting the best from difficult people at work.
![Page 14: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/14.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 1) HighPoints: Communication with Difficult People.
☺ recognize benefits of communicating effectively with difficult people.
☺ knowledge different types of communication styles with their descriptions.
☺ analyze and determine if an employee will be able to communicate successfully with a difficult colleague.
☺ know the guidelines for speaking to be heard.☺ match body language and facial expressions and appreciate
their associated meanings.☺ analyze a situation to determine whether someone
effectively used active listening strategies.
![Page 15: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/15.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 2) Working with Aggressive People – Summary.
☺ Have you ever experienced one of those absolutely great days at work?
☺ Everything is progressing fine, you're on schedule, and you're getting to meetings on time.
☺ Then someone verbally attacks you.☺ Aggressive people are arguably the most difficult type of
people to work with. ☺ Hostile-aggressives openly antagonize people; passive-
aggressives work behind the scenes with hidden agendas.☺ No matter the type of aggressive behaviour you encounter,
you've got your work cut out for you.☺ Thus, appreciate details the characteristics of the common
types of aggressive people and examine effective ways to cope with those people’s behaviours.
![Page 16: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/16.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 2) Working with Aggressive People – HighPoints. Hostile-aggressive People. Passive-aggressive People.
![Page 17: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/17.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 2) HighPoints: Hostile-aggressive People
☺ recognize benefits of coping with hostile-aggressive people in the workplace.
☺ identify comments made by a verbal assailant.☺ practice strategies to deal with verbal assailants in a
situation.☺ consider examples of dirty diggers.☺ put to work strategies to deal with a dirty digger in a given
situation.☺ recall examples of statements that describe a hothead.☺ employ strategies to deal with a hothead in a situation.
![Page 18: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/18.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 2) HighPoints: Passive-aggressive People.
☺ recognize the value of coping with passive-aggressive people.
☺ identify characteristics that best describe a knowledge warden.
☺ apply strategies for coping with a knowledge warden in a situation.
☺ select characteristics of an unresponsive aggressor.☺ execute strategies for coping with an unresponsive
aggressor in a situation.☺ distinguish the characteristics of a waffler.☺ use strategies to cope with a waffler in given situation.
![Page 19: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/19.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 3) Working with Negative People – Summary.
☺ Don't you hate it when people say they'll do something, but when the deadline is up, it turns out they somehow never managed to get around to doing it?
☺ What about people who whine all the time?☺ You arrive at work in the best of moods, but after ten minutes
of someone complaining nonstop while, your day has taken a dive.
☺ Aren’t you tired of putting up with negative people, then what follows will appeal to you?
☺ It assists you in ways you can triumph over the negative and negligent attitudes that some colleagues, employees, or managers might display.
![Page 20: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/20.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 3) Working with Negative People – HighPoints Negative Whiny People. Procrastinating People.
![Page 21: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/21.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 3) HighPoints: Negative Whiny People.
☺ recognize benefits of coping effectively with negative, whiny people in the workplace.
☺ identify the type of negative, whiny person with the description representative of each.
☺ apply the steps for dealing effectively with a bleater in a given situation.
☺ implement steps for coping effectively with a finger-pointer in a given situation.
☺ employ techniques for effectively coping with a naysayer in a risen situation.
![Page 22: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/22.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 3) HighPoints: Procrastinating People.
☺ recognize the benefits of coping effectively with people who procrastinate.
☺ acknowledge the reasons people procrastinate.☺ link the types of procrastinator with the descriptions that fit them.☺ practice the steps for finding out why an ostrich wouldn’t make a
decision.☺ apply a strategy for effectively helping an ostrich solve a
problem.☺ use required steps for coping effectively with storytellers in a
work environment.☺ apply defined steps for effectively coping with a perfectionist.
![Page 23: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/23.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 4) Working with Arrogant Individuals – Summary.
☺ In some cases, jesters and gossips can be quite entertaining.
☺ However, at work or on a regular basis, they are not truly amusing.
☺ Furthermore, their habits can be quite destructive.☺ If you're tired of hearing the latest malicious gossip from
people, please read on.☺ Appreciate how to deal with arrogant and duplicitous
people, and prevent suffering from enlarged egos individuals.
![Page 24: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/24.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 4) Working with Arrogant People – HighPoints. Arrogant Individuals. Duplicitous Individuals.
![Page 25: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/25.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 4) HighPoints: Arrogant Individuals.
☺ recognize benefits of coping with arrogant people in the workplace.☺ distinguish steps to follow to deal effectively with eggheads.☺ denote the steps to follow to deal with a braggart.☺ consider strategies to use to deal effectively with a glory hog.☺ discover strategies that are effective in dealing with a life-of-the-party.
![Page 26: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/26.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
(Section 4) HighPoints: Duplicitous Individuals.
☺ recognize benefits of coping with duplicitous people.☺ consider the reasons people meddle in the affairs of others in the
workplace.☺ recognize characteristics that are representative of a busybody.☺ tell apart the characteristics of an agitator.☺ reckon the phrases that describe a saboteur.☺ apply strategies to effectively confront duplicitous people in a given
situation.
![Page 27: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/27.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
Working with Difficult People – Conclusion.☺ At this point you should be able to be familiar with the following:
dealing with the dirty diggers, knowledge warden, bleaters, finger-pointers, perfectionists, saboteurs, hotheads.
modifying your tone to compliment a difficult person's communication style.
demonstrating reserve when responding to negative presumptions and biased accusations.
completing documentation on a difficult person's inappropriate behaviour.
using appropriate coping strategies when dealing with difficult people.
experimenting with possible solutions to help teach a difficult person.
effectively confronting a difficult person and stating facts. examining a situation without bias to uncover motive. asking open-ended questions to encourage communication. using positive reinforcement to encourage future desired
actions. developing and practicing a coping plan. communicating your message to a difficult person.
![Page 28: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/28.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Harcourt Hill, West Oxford)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org The Seeds Of Learning
OxfordCambridge.OrgInformation Gathering Links
![Page 29: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/29.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
Thank you for your interest!OxfordCambridge.Org
‘what goes around, really goes around’
Thank you for your interest!
![Page 30: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/30.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
The Seeds Of LearningOxfordCambridge.Org
The Seats of Learning‘‘what goes around, really goes around’
Thank you for your interest!
![Page 31: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/31.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
OxfordCambridge.Net
The Seeds Of LearningOxfordCambridge.Org
A Members’ Zone with more informationon each topic: texts and multimedia files
Access the MemberZone!
![Page 32: Managing Difficult People](https://reader037.fdocuments.in/reader037/viewer/2022103105/5550c997b4c905e8318b47d5/html5/thumbnails/32.jpg)
Contact Email Design Copyright 1994-2014 © OxfordCambridge.OrgCommunication Skills (This picture: Trinity College, Cambridge)
The
Seed
s O
f Le
arni
ngw
ww
.Oxf
ordC
ambr
idge
.Org
We shall always be on SlideShare!
We shall always be on SlideShare!OxfordCambridge.Org
SlideShare.net/OxfordCambridge