Dealing with Difficult People

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Dealing with the “Whiner” “WHINER” CHARACTERISTICS: • Suffers from severe inability to see what could and should be • Sees things wrong with what was and with what is. CHALLENGES: • Forming a problem-solving alliance • Listening for the main points • Getting specific • Shifting the focus to solutions • Showing them the future • Drawing the line - talk solutions or stop talking for now
Essential Skills for dealing with difficult problems and/or behaviors… • Blending (Finding the person’s “Frame of Reference”) – Any behavior by which you reduce the differences between you and another in order to meet them where they are and move to a common ground • Redirecting (Creating a “Mind Shift”) – Any behavior by which you use the rapport gained by blending to change the direction of an interaction. Blending precedes redirecting, whether you’re listening to understand or speaking to be understood.
Page 1 and 2: Dealing with Difficult People Why B
Page 3 and 4: Difficult Behavior • Difficult be
Page 5 and 6: How to Deal with the Behavior 1. St
Page 7 and 8: How to Deal with the Behavior 3. Fo
Page 9 and 10: How to Deal with the Behavior 5. Gi
Page 11 and 12: Coping with Difficult Situations
Page 13 and 14: • The reality is that we can all
Page 15 and 16: Re: Understanding Difficult Behavio
Page 17 and 18: Dealing with the “Tank” “TANK
Page 19 and 20: Dealing with “Grenades” “GREN
Page 21 and 22: Dealing with “Think-They-Know-It
Page 23 and 24: Dealing with the “Maybe” Person
Page 25: Dealing with the “No” Person
Page 29 and 30: Reaching a Deeper Understanding…
Page 31 and 32: Getting What You Project and Expect
Page 33 and 34: How To Deal With The Emotions • N
Page 35 and 36: Why Bother Controlling Our Response
Page 37 and 38: 3. Battle of the Ego • When we re
Page 39 and 40: 5. Waste of Energy • Where attent
Page 41 and 42: 7. Freedom of Speech • People are
Page 43 and 44: 15 Tips for Dealing with Difficult
Page 45 and 46: 4. Don’t Respond Many times when
Page 47 and 48: 7. Look for the Lessons No situatio
Page 49 and 50: 9. Become the Observer When we prac
Page 51 and 52: 11. Worst Case Scenario Ask yoursel
Page 53 and 54: 13. Most Important Will a reaction
Page 55 and 56: 15. Express It Take out some scrap

Dealing with Difficult People

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