[PPT]Dealing with Difficult, Demanding and Demeaning...
-
Upload
duongduong -
Category
Documents
-
view
220 -
download
5
Transcript of [PPT]Dealing with Difficult, Demanding and Demeaning...
Dealing with Difficult, Demanding and Demeaning People
Dorinda HarmonCollege of Charleston
SACRAO 2011
Angering… Annoying… PIA…Disruptive…
Embarrassing …Trying… Pushing Buttons …Miserable…Rude…
Cruel… Hateful…Hostile…Mean… Unfair… Energy Zapper… Hurtful … Unbearable… Destructive …
Who Are These People and Where Do They Come From?• Why Are They So Angry ?• What Has Set Them Off ?• Why Are They Taking It Out On
Me ?• How Can I Get Rid of Them ?• Is this a Pattern or a One Time
Happening ?
Why Do They Act Like This?• Personality Traits
•Controllers•Negatives•Self Boosters•Glory Seekers•Revenge
• Their difficult life/work conflicts or situation
What Brings These Behaviors On?• Parents
•Control, misplaced caring/fear• Student
•Confusion, fear, pressure• Community
•Misinformation, control, lack of resources for resolution of issues
Why Take It Out On Me?• You are available• Seen as someone who should
be able to resolve it• You get paid to resolve it• Need to vent / control / boost• Are you a victim, instigator ?
Calming an Angry Person
• Calm Down• That’s Not My Fault• You’re way out of line• It you just hold on, I’ll transfer
you to…
• yellow reference link # 1
Managing You
• Choose a Win-Win attitude• Give “customers” your
undivided attention• Learn to handle criticism with
class
yellow reference link # 1
Getting Promoted: Real Strategies for Advancing Your Career
Harry Chambers
• Depersonalize the criticism• Assertively restate comments
for clarification• Seek guidance• Process the input• Review progress-seek follow-up
What Can I Do? Parents • Listen• Is there a reasonable issue ?• Look for calm resolution• Do not pass along without
attempting to alleviate • Use knowledge to avoid /
improve future• Call on the next level
What Can I Do? Students
• Listen• Provide options and
information• Do not just hand off the
problem• Try to resolve the issues
What Can I Do? Community• Listen• Clarify the issue (s)• Consider options and resources• Put the issue, not yourself, as
the focus• Call in reinforcements
Resources:<a ref="http://careers.stateuniversity.com/pages/100000264/People-Management-Dealing-With-Difficult-People.html">People Management - Dealing With Difficult People</a>Rise Above the Fray: Dealing With Difficult People at WorkSome People Are Difficult PeopleBy Susan M. Heathfield, About.com GuideWhen Options for Dealing with Difficult People Don't WorkBe Prepared to Change JobsBy Alison Doyle, About.com GuideWorking with Difficult People: Seven Types of Difficult PeopleWorking with Difficult People. bullet Seven Types of Difficult People. bullet ABC's of Conflict Resolution. bullet Scenarios. bullet Resources ...literacy.kent.edu/salt_fork/work_people/7types.htmlWorking With Difficult People Feels Like Getting Pinched by aLobster Claw! Oregon School Boards AssociationGreg McKenzie - [email protected] for Negotiating with Difficult PeopleGina Covell Maddox, Yahoo! Contributor NetworkApr 8, 2010