1. Welcome www.rogershr.com Donna Rogers, SPHR Rogers HR Consulting

2. Your Facilitator’s Roles Donna Rogers, MEd., SPHR UIS, Management Department Faculty Rogers HR Consulting, President/CEO ILSHRM, Director

3. RHRC Clients Simplex Inc. Kankakee Convention & Visitors Bureau Bansal Occupational Services Performance Learning Solutions (PLS) Adecco Springfield Area Home Builders Association Pacific Management Inc. Central IL Food Bank Borden Chemical

4. BNHRC Board Members 4

5. HR or These Jobs? 9/26/2011 5

6. Dealing with Difficult People from an HR Perspective Presentation Developed by: Donna Rogers, SPHR

7. Target Audience Owners Managers Supervisors Office Administrators HR Professionals

8. Program Description Every company has at least a small percentage of naysayers, complainers, and unfortunately folks with issues. Whether it’s a personality conflict or someone who has not taken their last several doses of drugs, as an HR professional, you’re going to hear about it, be brought in to it, or be the victim of said “Difficult Person”. Are you alone? Absolutely not! What can we learn from others who have been there done that? In this session, we will explore difficult situations that arise from dealing with difficult people in our role as HR professionals. We will share ideas for dealing with these issues in the most professional, respectable, and swift way. Audience participation (without naming names) is a must for remarkable results and sound take away strategies to use back in the office.

10. Our Sponsors

11. You!...

12. Name?

13. Company?

14. Responsibilities?

16. Words to Describe 11 Waste of Energy Bully Trouble Brass Jerk Toxic Complicated Difficult Hurting Negativity Demanding Annoying

17. Rock Star Employees Rock Star employees make you a Rock Star organization! Start spending your time, influence, rewards, and benefits on your top 81%, with special emphasis on your top 26%. You will be surprised at the outcome! Really, it works! Your customers, clients, and vendors will take notice. 26% “Oh Yeah!” employees You ask them to implement a new project, increase sales, motivate employees and they say "Oh-Yeah" without a bit of hesitation. This is what I call the Rock Star Employee! 55% “OK” employees They are there to collect a pay check, they don't like to cause problems, they are not engaged but they are not disengaged either. Sometimes your Rock Star employees can sway them in their own direction toward organizational stardom. 19% “Oh-No” employees They will always be there. They will never go away. Face it and focus on the positive; When you do, you will get more of the positive. A positive influence on your bottom line. 12

18. Look in the Mirror 13

19. A Book I Recently Read 14

20. Robert Sutton’s Book Briefing 9/26/2011 15

21. What are you? 16 Are You a Certified Asshole? Borderline? Certified?

22. Let’s Talk Explore difficult situations that arise from dealing with difficult people in our role as HR professionals Share ideas for dealing with these issues in the most professional, respectable, and swiftway. 17

23. New Resources To Review http://www.dumblittleman.com/2009/07/9-useful-strategies-to-dealing-with.html www.psychologytoday.com Search different articles 5/11/2009 18

24. What Questions Do you Have? www.rogershr.com donna@rogershr.com 217-414-1297 Donna Rogers, SPHR Rogers HR Consulting