Dealing with Difficult People
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Dealing with Difficult People. Maureen McGarvey International House London. With the person next to you …. Briefly describe a recent difficult encounter you had . Consider : How prepared were you for the conversation? Did the other party have a valid point to make?

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Presentation Transcript

  • Maureen McGarvey

  • International House London



  • Consider:

  • How prepared were you for the conversation?

  • Did the other party have a valid point to make?

  • Did you manage to get your view across to the other party?

  • .


  • Now consider:

  • How did you feel at the end?

  • Looking back, is there anything you would do differently next time?







  • Possibly….

  • This can define our relationship with them

  • They might tell others that we are ‘difficult’

  • We might resent them


  • A Quote….

  • ‘Resentment is like taking poison, and waiting for the other person to die’

  • [MalachyMacourt]


  • Another Quote….

  • ‘Problems cannot be solved at the same level of awareness which created them’ [Einstein]


  • Some Golden Rules:

  • Don't apologise

  • Forget about the padding

  • Don't explain

  • Concentrate on the core phrase

  • Have a fall back position in mind

  • Be aware of body language

  • Don't hang around


  • Thomas Kilmann Communication Styles:


  • Thomas Kilmann Communication Styles:

  • Seeking to satisfy the other person’s concerns/needs at the expense of one’s own


  • Thomas Kilmann Communication Styles:

  • Neglecting our needs and others’ by not confronting the crux of the issue


  • Thomas Kilmann Communication Styles:

  • Seeking an expedient middle ground; partial satisfaction for both parties


  • Thomas Kilmann Communication Styles:

  • Working with the other person to find a solution which fully satisfies all concerns.


  • Thomas Kilmann Communication Styles:

  • Using whatever is possible to win at others’ expense.


  • The 3F Principle [Taylor and Lester]

  • Facts

  • Feelings

  • Future


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