Mais conteúdo relacionado Mais de Marius FAILLOT DEVARRE (20) Working with Difficult People3. Working with Difficult People
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4. Working with Difficult People – Introduction.
☺ Most of us have worked with at least one difficult person in our careers.
☺ That person who tests our nerves, makes us cringe, and infuriates our sense
of workplace ethics and decorum.
☺ They rant; they blame; they hide; they lie.
☺ It seems sometimes as if they make it their duty to make others’ lives
miserable.
☺ See what to do to encounter such people.
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5. Working with Difficult People - Aim of publication.
Point readers or learners to actions and strategies to protect
themselves from the mayhem cause by difficult people in the
workplace.
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6. Working with Difficult People – Summary.
☺ Is grinding our teeth what we feel like in frustration each time you have to
work closely with someone who drives us crazy?
☺ Must we stop put up with difficult people at work on a regular basis?
☺ What to do to protect ourselves from the mayhem they cause?
☺ What actions and strategies to employ to harness their personalities and
encourage their strengths?
☺ So discover actions and strategies to protect ourselves from the mayhem
cause by difficult people, in the workplace.
☺ Furthermore, let’s discover if we are the difficult individuals as well.
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7. Working with Difficult People - Learning Objectives.
After developing the KeyPoints outlined in this publication, you should mainly be able to:
recognize common types of defensive behavior.
think of benefits of communicating effectively with difficult people.
handle hostile-aggressive people in the workplace.
identify comments made by a verbal assailant.
apply strategies to deal with a dirty digger.
cope with passive-aggressive people in the workplace.
apply the steps for dealing bleaters, finger-pointers, naysayers.
identify reasons people procrastinate.
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acknowledge the importance of identifying difficult people at work.
deal effectively with arrogant and duplicitous people.
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8. *** About the Structure and Flow of our Presentations ***
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9. Working with Difficult People - Sections List.
(Section 1) Difficult People in the Workplace.
(Section 2) Working with Aggressive People.
(Section 3) Working with Negative People.
(Section 4) Working with Arrogant People.
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10. (Section 1) Difficult People in the Workplace – Summary.
☺ Is grinding our teeth what we feel like in frustration each time you
have to work closely with someone who drives us crazy?
☺ Must we stop put up with difficult people at work on a regular basis?
☺ If our answers are "yes" to any of these questions, it's probably time
for to learn to deal with difficult people at work.
☺ We ought to follow guidance in our journey to coping with difficult
people in an effective manner.
☺ Knowing step-by-step methods and processes is a must to help
identify difficult people, to cope and communicate with them.
☺ Yes, we should no longer have to be frustrated or intimidated by
difficult people.
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11. (Section 1) Difficult People in the Workplace – HighPoints.
Identify and Cope with Difficult People.
Coping Strategies in Dealing with Difficult People.
Communication with Difficult People.
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12. (Section 1) HighPoints: Identify and Cope with Difficult People.
☺ recognize importance of identifying difficult people at work.
☺ identify questions to raise to determine who is a difficult
person.
☺ analyze and determine whether the difficult boss has been
effectively dealt with.
☺ apply appropriate strategies for dealing productively with a
difficult colleague.
☺ determine if you are the difficult person.
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13. (Section 1) HighPoints: Coping Strategies in Dealing with Difficult
People.
☺ recognize the importance of learning coping strategies for dealing
with difficult people.
☺ determine whether someone will be successful in planning ahead for
coping with a difficult person.
☺ compare common types of defensive behavior with corresponding
statements.
☺ apply steps for responding non-defensively in a given situation.
☺ know of methods for getting the best from difficult people at work.
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14. (Section 1) HighPoints: Communication with Difficult People.
☺ recognize benefits of communicating effectively with difficult
people.
☺ knowledge different types of communication styles with their
descriptions.
☺ analyze and determine if an employee will be able to communicate
successfully with a difficult colleague.
☺ know the guidelines for speaking to be heard.
☺ match body language and facial expressions and appreciate their
associated meanings.
☺ analyze a situation to determine whether someone effectively
used active listening strategies.
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15. (Section 2) Working with Aggressive People – Summary.
☺ Have you ever experienced one of those absolutely great days at
work?
☺ Everything is progressing fine, you're on schedule, and you're
getting to meetings on time.
☺ Then someone verbally attacks you.
☺ Aggressive people are arguably the most difficult type of people to
work with.
☺ Hostile-aggressives openly antagonize people; passive-aggressives
work behind the scenes with hidden agendas.
☺ No matter the type of aggressive behaviour you encounter, you've
got your work cut out for you.
☺ Thus, appreciate details the characteristics of the common types of
aggressive people and examine effective ways to cope with those
people’s behaviours.
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16. (Section 2) Working with Aggressive People – HighPoints.
Hostile-aggressive People.
Passive-aggressive People.
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17. (Section 2) HighPoints: Hostile-aggressive People
☺ recognize benefits of coping with hostile-aggressive people in
the workplace.
☺ identify comments made by a verbal assailant.
☺ practice strategies to deal with verbal assailants in a situation.
☺ consider examples of dirty diggers.
☺ put to work strategies to deal with a dirty digger in a given
situation.
☺ recall examples of statements that describe a hothead.
☺ employ strategies to deal with a hothead in a situation.
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18. (Section 2) HighPoints: Passive-aggressive People.
☺ recognize the value of coping with passive-aggressive
people.
☺ identify characteristics that best describe a knowledge
warden.
☺ apply strategies for coping with a knowledge warden in a
situation.
☺ select characteristics of an unresponsive aggressor.
☺ execute strategies for coping with an unresponsive
aggressor in a situation.
☺ distinguish the characteristics of a waffler.
☺ use strategies to cope with a waffler in given situation.
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19. (Section 3) Working with Negative People – Summary.
☺ Don't you hate it when people say they'll do something, but when
the deadline is up, it turns out they somehow never managed to get
around to doing it?
☺ What about people who whine all the time?
☺ You arrive at work in the best of moods, but after ten minutes of
someone complaining nonstop while, your day has taken a dive.
☺ Aren’t you tired of putting up with negative people, then what
follows will appeal to you?
☺ It assists you in ways you can triumph over the negative and
negligent attitudes that some colleagues, employees, or managers
might display.
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20. (Section 3) Working with Negative People – HighPoints
Negative Whiny People.
Procrastinating People.
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21. (Section 3) HighPoints: Negative Whiny People.
☺ recognize benefits of coping effectively with negative, whiny
people in the workplace.
☺ identify the type of negative, whiny person with the
description representative of each.
☺ apply the steps for dealing effectively with a bleater in a given
situation.
☺ implement steps for coping effectively with a finger-pointer in
a given situation.
☺ employ techniques for effectively coping with a naysayer in a
risen situation.
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22. (Section 3) HighPoints: Procrastinating People.
☺ recognize the benefits of coping effectively with people who
procrastinate.
☺ acknowledge the reasons people procrastinate.
☺ link the types of procrastinator with the descriptions that fit them.
☺ practice the steps for finding out why an ostrich wouldn’t make a
decision.
☺ apply a strategy for effectively helping an ostrich solve a problem.
☺ use required steps for coping effectively with storytellers in a work
environment.
☺ apply defined steps for effectively coping with a perfectionist.
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23. (Section 4) Working with Arrogant Individuals – Summary.
☺ In some cases, jesters and gossips can be quite entertaining.
☺ However, at work or on a regular basis, they are not truly
amusing.
☺ Furthermore, their habits can be quite destructive.
☺ If you're tired of hearing the latest malicious gossip from
people, please read on.
☺ Appreciate how to deal with arrogant and duplicitous people,
and prevent suffering from enlarged egos individuals.
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24. (Section 4) Working with Arrogant People – HighPoints.
Arrogant Individuals.
Duplicitous Individuals.
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25. (Section 4) HighPoints: Arrogant Individuals.
☺ recognize benefits of coping with arrogant people in the workplace.
☺ distinguish steps to follow to deal effectively with eggheads.
☺ denote the steps to follow to deal with a braggart.
☺ consider strategies to use to deal effectively with a glory hog.
☺ discover strategies that are effective in dealing with a life-of-the-party.
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26. (Section 4) HighPoints: Duplicitous Individuals.
☺ recognize benefits of coping with duplicitous people.
☺ consider the reasons people meddle in the affairs of others in the
workplace.
☺ recognize characteristics that are representative of a busybody.
☺ tell apart the characteristics of an agitator.
☺ reckon the phrases that describe a saboteur.
☺ apply strategies to effectively confront duplicitous people in a given
situation.
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27. Working with Difficult People – Conclusion.
☺ At this point you should be able to be familiar with the following:
dealing with the dirty diggers, knowledge warden, bleaters, fingerpointers, perfectionists, saboteurs, hotheads.
modifying your tone to compliment a difficult person's communication
style.
demonstrating reserve when responding to negative presumptions and
biased accusations.
completing documentation on a difficult person's inappropriate
behaviour.
using appropriate coping strategies when dealing with difficult people.
experimenting with possible solutions to help teach a difficult person.
effectively confronting a difficult person and stating facts.
examining a situation without bias to uncover motive.
asking open-ended questions to encourage communication.
using positive reinforcement to encourage future desired actions.
developing and practicing a coping plan.
communicating your message to a difficult person.
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29. Thank you for your interest!
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32. We shall always be on SlideShare!
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