1 / 18

Dealing with Difficult People

Dealing with Difficult People. being in control when the going gets tough. topics. why it is difficult to deal with difficult people defence mechanisms in ourselves and others styles of difficult people and how to spot them the fear factor: how to handle our own emotions

chesmu
Download Presentation

Dealing with Difficult People

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Dealing with Difficult People being in control when the going gets tough

  2. topics • why it is difficult to deal with difficult people • defence mechanisms in ourselves and others • styles of difficult people and how to spot them • the fear factor: how to handle our own emotions • techniques for getting your point across • how to feel and display confidence • confrontation: when and how to do it • how to avoid arguments and win people round

  3. Why is it Difficult ?

  4. what is pressure? logic emotion what are the triggers?

  5. how people see the world the 5 senses values memories delete distort generalise decisions

  6. Logic 10 Extrovert Introvert 0 10 10 10 Emotion

  7. how we relate to people Extrovert • Brainstorming • Speaking before thinking • Working with people and background activity • Easily engaged in conversation • Enjoys meetings • Thrives on debates • Enjoys the spotlight • Life and soul of the party • Enjoys recognition from others • Secretly welcomes interruptions Introvert • Prefers time to reflect • Prefers working without distraction • Uncomfortable in spotlight • May be seen as reserved • Has the answers but doesn't always offer them • Enjoys own company • Frustrated with small talk • Dislikes interruption

  8. how we relate to our environment Logic & Reason • Remain calm in excitable conditions • Seek out facts & details • Objectivity (can argue both sides of a debate) • Can be perceived as cold and uncaring • Strong minded, unafraid of telling people when things go wrong • Remembers facts & figures more easily than names & faces • Emotion • Makes decisions based on feelings of others • Puts needs of others at top of the priority list • Dislikes conflict • Can be see as weak willed by others • Prefers harmony to being correct • Can be easily hurt

  9. Logic 10 Driver Analytical Extrovert Introvert Amiable Expressive 0 10 10 10 Emotion

  10. characteristics • Bold • Assertive • Affirmative • Determined • Clear • Objective • Detached • Showing no bias • Cheerful • Spirited • Buoyant • Uplifting • Still • Tranquil • Calming • Soothing

  11. we can be seen as • Aggressive • Controlling • Driving • Overbearing • Intolerant • Stuffy • Indecisive • Suspicious • Cold • Reserved • Excitable • Frantic • Indiscreet • Hasty • Flamboyant • Docile • Bland • Plodding • Reliant • Stubborn

  12. personality dress code • Power dressing • Suits • Well pressed • To impress • Designer • Conservative • Dark suits • 3 piece • Traditional • Relaxed • Jumpers • Tweed • Casual • Earth colours • Statement • Trendy • Louder • Brighter colours • Different

  13. the environment we create • Look tidy • Impressions • Power desk • Certificates • Equipment • Famous photos • Very tidy • Spreadsheets • Gant Charts • Technical photos • No clutter • Disorganised • Art • Gizmos • Friends / family • Inspiring quotes • Plants • Sofas • Charity info • Coffee machine • Organised chaos

  14. dealing with Blues-Analytical • Be punctual • Plenty of facts and figures • Lots of data and research • Product information • Statistics • Leave information with them • Confirm bookings in writing • Know your competition • No social chit chat • Good customer care • Find out about their business • No gimmicks

  15. dealing with Reds-Driver • Prepare well • Direct questions • Be punctual • Plenty of product knowledge • Examples • Be professional • No social chit chat • Not too many facts and figures • May it easy for them by offering service • Give “whats in it for them”

  16. dealing with Greens-Amiable • No jargon • No pressure, empathise • Be on time • No direct questions • More casual approach • Testimonials • Not too much data • Seek out opinions • Be friendly and sincere • Listen • Give them time

  17. dealing with Yellows-Expressive • Enthusiasm • Visuals • Be creative • Seek out their opinions • Give them more than one option • Friendly • Plenty of social chit chat • Let them talk • Use humour • Not too many facts and figures

  18. Dealing with Difficult People www.goodfoot.co.uk/downloads/heathdifficult.aspx Thank You

More Related