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, but 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? Hostile-aggressives openly antagonize people; passive-aggressives work behind the scenes with hidden agendas. So, discover actions and strategies to protect yourself from the mayhem cause by difficult person in the workplace.

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3. 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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