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Dealing with Difficult

People in the Workplace


Presented by: BCC Career Services
Objectives
At the end of this workshop
you should


Understand how difficult employees can
cause conflict


Be able to identify at least 6 types of difficult
people


Know 5 things to do when dealing with difficult
people
Overview
1. Difficult people and conflict
2. 11 types of difficult people
3. Additional Helpful Hints
Difficult People and Conflict
Can be anyone even YOU!
Difficult because it works for
them
Dealing with them can cause
conflict
Difficult People and Conflict (cont)
Conflict can result in a charged
work environment
Difficult behavior causes stress
in others
Conflict can reduce an
organizations effectiveness
The Bulldozer


Know it all


Often use threats, sarcasm, &
intimidation
Dealing with Dozers
Prepare yourself
Ask questions
Focus on solution
Do not confront them
Bullies
Loud and hostile
Abusive
Overwhelm you
Battling Bullies


Let them run down


Get their attention


State your point non-aggressively


Dont allow interruptions


Ask them to leave
Fire Hose


Dampen enthusiasm


Everything will fail


Negative statements


Constantly complaining
Drain the Fire Hose


Dont be dragged down


Dont argue


Listen then ask for alternatives


Dont agree or apologize


Switch to problem solving


Take action on your own
Stallers/ Wafflers


Reluctant to turn down requests


Want to be liked


Afraid or unable to manage


Paralyzed by tough decisions
Sideline the Stallers


Surface hidden concerns


Help them resolve the problem


You make the decision with
caution


Support decisions


Keep control of situation
Silent Types


Silent/unresponsive


Answer with a grunt


Turn away from people


Pretend nothing happened
Open the Silent Ones


Meet with them individually


Give them time to open up


Ask open-ended questions


Wait for a response


If no comments comment on whats


happening
Indecisive


Super helpful
but


Postpone decisions


Hint and beat
around the bush
Resolve Indecision


Address fears with what if questions


Help resolve problems when issues
surface


Help examine facts


Watch for anger or withdrawal
Sniper


Exclude key people


Withhold information


Use hidden attacks, innuendos, digs,
non-playful teasing


Wreck havoc and you dont see them
Unload the Sniper


Surface the attack


Provide peaceful alternative


Bring resistance into the open


Seek group confirmation or denial of
snipers criticism


Use coaching/counseling if assigned
tasks not done
Why Always Me


Gain attention -
its always me


Try to gain control
and make their
changes
Nothing is Always
Dig for specifics
Identify true concern
Point out where not true
Control Freak


Get into everyones business


Undermine and insult abilities


Lack confidence & trust


Insufferable render
subordinates ineffective
Reduce Controllers


Build trust


Take small steps toward more authority


Keep focused on solution


Speak from your own view-point


Dont let yourself be verbally abused
Super-Agreeables


Very personable


Dont act the way they say they will


Supportive but dont deliver
Dealing with Super-Agreeable


Show them you like them


Prevent unrealistic commitments


Make honesty non-threatening


Point out inconsistencies in behavior


Work for a mutual benefit


Listen carefully to jokes
Its Not Up To Me


Always point to higher authority


Invokes other powers
Lets Ask the Authority
Tell them you will both speak to
the higher authority
Helpful Hints


Dont escalate


Focus on what a person is trying to say


Avoid being purposefully hurtful


Model behavior you want


Focus on solutions


Maintain eye contact
More Helpful Hints


Blame the process, not the person


Be specific


Avoid always and never


Avoid name calling


Encourage listening


Confront in private praise in public


Use your communication skills!
Resources


14 Workplace Personalities and How to Handle Them iVillage


Online Newsletter, Dealing with Difficult People, March 1999,
http://www.itstime.com/print/mar99p.htm


Techniques for Dealing with Difficult People, Ag Decision Maker,
J ohn Baker, Iowa State University, Iowa Extension, October 1999


Dealing with Difficult People,
http://www.bethanyhome.org/dealing_with_difficult_people.htm


Dealing with Difficult People/Situations: Role of the Extension
Committee Member, University of Minnesota Extension Service


Dealing with Difficult Members, University of Wisconsin-Eau Claire,
http://www.uwec.edu/DC/AP/complexthoughts/Dealing_w_Difficult_
Mbrs.html


Games People Play, Presentation to BVHRMA, May 1, 2003, J an
Pfannstiel, SPHR


Welch, Ben D., Phd, Interpersonal Relations Skills, Presentation at
TAMU and Dealing with Difficult People, presentation J une 19, 1998

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