(22) in/at hand, don’t go along (23) with their negative viewpoints – ask others what their opinions are and try to reach consensus. (24) In this way, you will take the wind 29 out of the sniper’s sails. Task 4 The loose cannon (1) The loose cannon is very unpredictable, liable to explode for (2) – no good reason, and very embarrassing to be around – they thrive on throwing tantrums much like (3) a toddler who freaks out when they are forbidden to do something. Once they’ve gone ballistic, give them time to regain control of themselves but if this doesn’t seem to be happening, then stop them any way you can – even if it means shouting “Stop!” You need to show them that you take their concerns seriously but, (4) – first and foremost, you need to bring (5) the temperature down for (6) the sake of (7) the whole group. If you can and you think it might help, have some one-on-one time with (8) the loose cannon and try to find out what sets them off. The ‘yes-to-everything’ The ‘yes-to-everything’ needs to be liked – they always try to please everyone and offend no one. So they say “yes” to anything and everything but have absolutely no intention of following through. Or they’ll say “yes” to so many things that they’d have to work (9) – 24/7 to get everything done. One way of dealing with them is to let them know you value them and to listen carefully to what they say – there could be (10) – hidden messages beneath all that good humour. If you need them to fulfil (11) a task, give them very structured assignments with (12) a clear and doable deadline. Task 5 Suggested answers The ‘silent-as-a-tomb’ A tactic you can use to deal with this type is to ask them open-ended questions, so that they don’t have an opportunity to remain silent or produce monosyllabic replies. ‘Silent-as-a-tomb’ needs a lot of patience – wait calmly until they respond and don’t even think about trying to fill those deadly silences with your own words, otherwise you’ll be back to square one and they’ll just revert to type and continue to contribute a big fat zero. The out-and-out moaner There are several ways of dealing with them: don’t argue with them, listen to their complaint, and paraphrase the facts without hanging any negativity onto them. Don’t agree with or apologise to them and try to move as quickly as you can to problem-solving mode. Point out to them that helpful and positive comments contribute far more constructively to group interactions. 220 Dealing with difficult people KEY Task 6 Personal opinions Task 7 Suggested answers 1. This is how we do it 2. Have you thought about it from this angle? 3. It might work better if we 4. It’s fine by me 5. I prefer Y 6. I’d like to say that 7. That’s a good idea 8. We could cooperate 9. We need you on board 10. There are several ways of doing X Task 8 Suggested answers 1. Non-assertive. This kind of response doesn’t rock the boat, doesn’t express what she really wants to say, and is unlikely to achieve the result she wants. 2. Aggressive. This kind of response is confrontational, unprofessional, and is likely to get Susanna fired. 3. Assertive. This response states exactly where Susanna stands in a clear and concise way, asks for a cooperative solution, and is more likely to get the result she wants. Task 9 Suggested answers 1. From: Sabine Greene To: Gina Dervlin Subject: Project ABC Dear Gina As you know, we are supposed to be working jointly on this project however, whenever I have asked you to contribute, you have consistently said that you have too much work. Whilst I can sympathise with the position you’re in, it’s also making my life quite difficult. Could we meet to talk about this and come to some sort of solution together? Look forward to hearing from you. Best regards Sabine 2. Hi Angela, I got your voicemail. I’m sorry to hear you’re so overloaded but unfortunately I’m in exactly the same position and I’d rather not take on anything Dealing with difficult people KEY 221 else right now. I’d really like to help you but just can’t at the moment. I’m sorry and hope you can understand my position. 3. From: Geraldine Shaw To: Claire Taylor Re: PowerPoint course Hi Claire, I got your message about the presentation. I understand the situation you’re in but would like to make a couple of suggestions. Firstly, we could get the graphics department to prepare the slides for your presentation this time – I have checked with them and they have the capacity. Second, as you know, I booked and paid for the course two months ago and I’d really like to attend it because it’ll help me prepare more professional presentations in the future which will definitely be of use to our department as we won’t always have to rely on graphics to find the time at short notice. I really hope we can agree on this and look forward to hearing from you. Best regards Geraldine Task 10 Suggested answers 1. I regret that my report will be delayed. 2. Regrettably/I’m afraid I am unable to extend the deadline. 3. I’m afraid there might have been a misunderstanding. There is still EUR 5,000 outstanding on the account. 4. Could there possibly be a mistake in the information you sent us? 5. We would appreciate a fast response to our email. 6. I’m afraid I am unable to accept your kind invitation as I have a prior engagement. 7. I’m afraid there will a slight delay in getting the information to you. 8. Would you be kind enough to inform us when you have sent the brochure? 222 Dealing with difficult people KEY Task 11 Suggested answer Dear Mr Oldman We regret that we will have to move the date of our meeting from Tuesday August 2 to Thursday August 4. This late change in our appointment is due to the fact that our new CEO would like to take the opportunity to meet you too and he is only available on that day. Whilst we are fully aware that you had planned to go on holiday on Thursday, we would be very grateful if you could make alternative arrangements. We realise that will most likely cause you some inconvenience and are very grateful for your understanding. Thank you very much for your flexibility and we look forward to seeing you. Yours sincerely Francis Alerma Dealing with difficult people KEY 223 . ‘silent-as-a-tomb’ A tactic you can use to deal with this type is to ask them open-ended questions, so that they don’t have an opportunity to remain silent or produce monosyllabic replies. ‘Silent-as-a-tomb’. one-on-one time with (8) the loose cannon and try to find out what sets them off. The ‘yes-to-everything’ The ‘yes-to-everything’ needs to be liked – they always try to please everyone and offend no. but, (4) – first and foremost, you need to bring (5) the temperature down for (6) the sake of (7) the whole group. If you can and you think it might help, have some one-on-one time with (8) the loose