Nothing is Always Dig for specifics Identify true concern Point out where not true Control Freak Get into everyone’s 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 Don’t let yourself be verbally abused Super-Agreeables Very personable Don’t act the way they say they will Supportive but don’t 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 It’s Not Up To Me Always point to higher authority Invokes other powers Let’s Ask the Authority Tell them you will both speak to the higher authority Helpful Hints Don’t 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, John 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, Jan Pfannstiel, SPHR Welch, Ben D., Phd, Interpersonal Relations Skills, Presentation at TAMU and Dealing with Difficult People, presentation June 19, 1998 . 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. http://www.itstime.com/print/mar99p.htm Techniques for Dealing with Difficult People, Ag Decision Maker, John Baker, Iowa State University, Iowa Extension, October 1999 Dealing with Difficult People, . act the way they say they will Supportive but don’t deliver Dealing with Super-Agreeable Show them you like them Prevent unrealistic commitments Make honesty non-threatening