DEALING WITH DIFFICULT PEOPLE!!! No Matter Who They Are!! By: Peak Performance Group

Transcription

1 DEALING WITH DIFFICULT PEOPLE!!! No Matter Who They Are!! By: Peak Performance Group KNOW ANY DIFFICULT PEOPLE? Our Time Together Understanding Different Types of Difficult People/Behavior Do s and Don ts of Managing Difficult People And Behaviors 5 Step Process for Difficult Conversations with Difficult People! 1

2 SO WHAT TO DO? YOUR OPTIONS: 1) STAY AND DO NOTHING 2) WALK AWAY FROM THE SITUATION 3) CHANGE YOUR ATTITUDE 4) CHANGE KINDS OF DIFFICULT! STYLERS: Different Personalities SPRINTERS: Distressing Personalities SPOILERS: Disturbing Personalities STYLERS: JUST Different! Let s Get Into Details Get It Done! Get Attention! Get Appreciation! Get It Done Right!! 2

3 DiSC Model Active Dominance Influence Questioning Accepting Conscientiousness Thoughtful Steadiness Peak Performance Group PPT 4-7 SPRINTERS! Distressing Personalities! The Sherman Tank The Complainer The Clam The Wet Blanket The Know-It-All The Staller The Sniper "Coping With Difficult People" by Robert M. Bramson, Ph.D The Sherman Tank My way or the Highway Always on the attack Abusive Intimidating Overpowering Always right Lack of caring and respect for others 3

4 The Sherman Tank My way or the Highway Do remain calm Don t argue Don t try to cut them down Do maintain eye contact Do state your own opinions and thoughts deliberately without apology Do be ready to be friendly once incident is over The Complainer Yes, I am Wendy Whiner Finds fault with everything Holds idea that someone should do something about their problem Never offers solutions Often feels powerless to change the situation they are complaining about Waa,waa waa,,waa The Complainer Yes, I am Wendy Whiner Do listen attentively to their complaints Do show you HEAR them by paraphrasing Do state the facts without comment Don t argue or apologize Do ask How do you want this conversation to end? Waa,waa waa,,waa 4

5 The Clam Mum s the word Silent, Unresponsive Just yes and no answers Hard to open up Refuse to cooperate Won t communicate effectively The Clam Mum s the word Do ask open ended questions Do wait for a response (15 seconds) You are not responding, and I really want to know, please tell me The Wet Blanket Nah, that will never work Responds to everything with a quick and negative response Has the it won t work, why bother attitude Feel as though everything out of their control Believes everything will fail Bitter about life 5

6 The Wet Blanket Nah, that will never work Do know your own tendencies for pessimism Do consider possible negative outcomes Ask what has been done before, what has worked and what has failed and why Set up worst case scenario to see what that could possibly look like The Know It All Of course, I am right Expert on all matters Feels others are stupid or uniformed They know everything and let you know it Can be condescending The Know It All Of course, I am right Do be prepared and have all the info you need to speak intelligently on a matter Do listen carefully and paraphrase main points Ask for their opinion Listen carefully and acknowledge them, they usually are correct Prepare your views as alternatives, or additional info 6

7 The Staller Well sure, yes, no, maybe? Indecisive Lack of follow through Leave others to do the work Post pone decision making until it is too late In a constant state of I don t know The Staller Well sure, yes, no, maybe? Help them problem solve and clarify options Make it easy for them to be direct Do concentrate on facts DO listen for indirect clues to underlying issues Don t fully depend on a staller to get something done! The Sniper You can t see me Can be quick and funny Secretly attacking you Hidden back stabbing Pull attention away from you Negative undertones 7

8 The Sniper You can t see me Smoke it out Deal with it in private Point out the facts and the consequences Maintain good eye contact Ask Help me to understand your intention SPPOILERS: DISTURBING! DETAILS: o at Work o All Day, Every Day o Negatively impact your reputation o Dramatically affect your day!!! Job Performance vs. Work Behaviors Team Leaders need to monitor and correct SPOILER team member s job performance as well as their work behaviors Which would you prefer to work on???? 24 8

9 Job Performance (Skill) vs. Work Behaviors (Will) Job performance (Skills): The tasks done by team members in the course of carrying out the work Examples please: Work behaviors (Will): How team members relate to the organization, its people, and its rules and regulations. Examples please: 25 Job Performance (skill) vs. Work Behaviors (will) Job performance (skills): Tasks done by team members in the course of carrying out the work Drawing Blood Typing Giving Meds Filing Sterilizing Purchase Orders Work behaviors: How team members relate to the organization, its people, and its rules and regulations Attendance Punctuality Decorum Observance of Safety Rules Dress Behavior towards others Neatness 26 Why is this important? 27 9

10 Leadership Approach Proactive vs. Reactive The KEY to Improving Employee Workplace Behaviors is DIALOGUE DIALOGUE DIALOGUE 28 Employees with poor work habits are expensive Employees with poor work behaviors upset the morale of the work team Employees with poor work behaviors, create a NEGATIVE public image of your facility Attention to employee s workplace behaviors shows you care and have high standards 29 Finally, unsatisfactory work behaviors are the primary causes of disciplinary action Poor attendance and lateness Profane or obscene language Poor attitude or disloyalty Carelessness or negligence Dishonest Dress or grooming Insubordination Fighting Poor performance James R. Rediker 30 10

11 PARTNER ACTIVITY: Think of an employee who exhibits difficult behavior write down an example of this behavior that you are challenged with Let s learn a new skill 31 5 SKILL POINTS #1:State Problem Clearly and Specifically: Identify the Impact of the Behavior #2: Ask Team Member s View: the reasons #3: Ask Team Member for Solution #4: Agree on Mutually Acceptable Plan #5: Get Commitment for Follow Up Meeting 32 Difficult Behavior New Positive Way Using 5 Skill Points Practice With Each Other Using Your Example From Before 33 11

12 5 Skill Points Homework Practice, Practice, Practice, Practice At Least 5 Times The Next Week 34 REVIEW: 3 Types of Stylers: Sprinters: Spoilers: Just Different From You In and Out of Your Day Relentless Pursuit of Making Your Day Miserable 35 REVIEW: 3 Types of Stylers: Sprinters: Spoilers: Just Different From You In and Out of Your Day Relentless Pursuit of Making Your Day Miserable 36 12

13 5 SKILL POINTS REVIEW #1:State Problem Clearly and Specifically: Identify the Impact of the Behavior #2: Ask Team Member s View: the reasons #3: Ask Team Member for Solution #4: Agree on Mutually Acceptable Plan #5: Get Commitment for Follow Up Meeting 37 Q & A 38 PEAK PERFORMANCE GROUP THANK YOU! Kiki Orski RN RN 39 13