dealing with difficult people in the workplace
DESCRIPTION
Dealing with difficult people in the workplace. Useful material.TRANSCRIPT
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Dealing with Difficult People in the Workplace
Presented by: BCC Career Services
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Objectives…
At the end of this workshop you should…
Understand how difficult employees can cause conflict
Be able to identify at least 6 types of difficult people
Know 5 things to do when dealing with difficult people
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Overview
1. Difficult people and conflict
2. 11 types of difficult people
3. Additional Helpful Hints
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Difficult People and Conflict
Can be anyone – even YOU!Difficult because it works for
themDealing with them can cause
conflict
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Difficult People and Conflict (cont)
Conflict can result in a charged work environment
Difficult behavior causes stress in others
Conflict can reduce an organizations effectiveness
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The Bulldozer
Know it all
Often use threats, sarcasm, & intimidation
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Dealing with Dozers
Prepare yourselfAsk questionsFocus on solutionDo not confront them
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Bullies
Loud and hostileAbusiveOverwhelm you
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Battling Bullies
Let them run down
Get their attention
State your point non-aggressively
Don’t allow interruptions
Ask them to leave
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Fire Hose
Dampen enthusiasm
Everything will fail
Negative statements
Constantly complaining
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Drain the Fire Hose
Don’t be dragged down
Don’t argue
Listen – then ask for alternatives
Don’t agree or apologize
Switch to problem solving
Take action on your own
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Stallers/ Wafflers
Reluctant to turn down requests
Want to be liked
Afraid or unable to manage
Paralyzed by tough decisions
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Sideline the Stallers
Surface hidden concerns
Help them resolve the problem
You make the decision – with caution
Support decisions
Keep control of situation
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Silent Types
Silent/unresponsive
Answer with a grunt
Turn away from people
Pretend nothing happened
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Open the Silent Ones
Meet with them individually
Give them time to open up
Ask open-ended questions
Wait for a response
If no comments – comment on what’s
happening
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Indecisive
Super helpful – but…
Postpone decisions
Hint and beat around the bush
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Resolve Indecision
Address fears with “what if” questions
Help resolve problems when issues surface
Help examine facts
Watch for anger or withdrawal
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Sniper
Exclude key people
Withhold information
Use hidden attacks, innuendos, digs, non-playful teasing
Wreck havoc and you don’t see them
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Unload the Sniper
Surface the attack
Provide peaceful alternative
Bring resistance into the open
Seek group confirmation or denial of snipers criticism
Use coaching/counseling if assigned tasks not done
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Why Always Me
Gain attention - “its always me”
Try to gain control and make their changes
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Nothing is Always
Dig for specifics Identify true concernPoint out where not true
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Control Freak
Get into everyone’s business
Undermine and insult abilities
Lack confidence & trust
Insufferable – render subordinates ineffective
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Reduce Controllers
Build trust
Take small steps toward more authority
Keep focused on solution
Speak from your own view-point
Don’t let yourself be verbally abused
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Super-Agreeables
Very personable
Don’t act the way they say they will
Supportive but don’t deliver
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Dealing with Super-Agreeable
Show them you like them
Prevent unrealistic commitments
Make honesty non-threatening
Point out inconsistencies in behavior
Work for a mutual benefit
Listen carefully to jokes
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It’s Not Up To Me
Always point to higher authority
Invokes other powers
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Let’s Ask the Authority
Tell them you will both speak to the higher authority
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Helpful Hints
Don’t escalate
Focus on what a person is trying to say
Avoid being purposefully hurtful
Model behavior you want
Focus on solutions
Maintain eye contact
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More Helpful Hints
Blame the process, not the person
Be specific
Avoid always and never
Avoid name calling
Encourage listening
Confront in private – praise in public
Use your communication skills!
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Resources
14 Workplace Personalities and How to Handle Them – iVillage
Online Newsletter, Dealing with Difficult People, March 1999, http://www.itstime.com/print/mar99p.htm
Techniques for Dealing with Difficult People, Ag Decision Maker, John Baker, Iowa State University, Iowa Extension, October 1999
Dealing with Difficult People, http://www.bethanyhome.org/dealing_with_difficult_people.htm
Dealing with Difficult People/Situations: Role of the Extension Committee Member, University of Minnesota Extension Service
Dealing with Difficult Members, University of Wisconsin-Eau Claire, http://www.uwec.edu/DC/AP/complexthoughts/Dealing_w_Difficult_ Mbrs.html
Games People Play, Presentation to BVHRMA, May 1, 2003, Jan Pfannstiel, SPHR
Welch, Ben D., Phd, Interpersonal Relations Skills, Presentation at TAMU and Dealing with Difficult People, presentation June 19, 1998