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DEALING WITH DIFFICULT PEOPLE

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The document discusses strategies for dealing with ten different types of difficult people: the Tank, the Know-It-All, the Whiner, the Sniper, the Think They Know It All, the Maybe Person, the Grenade, the Yes Person, the Nothing Person, and the No Person. For each type of difficult person, the document provides tips on how to communicate effectively with them and turn potential conflicts into cooperation. The conclusion states that while we can't change difficult people, we can communicate with them in a way that influences them to change their own behavior for the better.

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Written by, Dr. Rick Brinkman Dr. Rick Kirschner Sameer Kumar Rai
ABOUT THE AUTHORS Dr. Rick Brinkman & Dr. Rick Kirschner are professional speakers. Co ¨C authors of the bestselling audio-video tapes How to Deal with Difficult People and the best selling book Dealing with People You Can¡¯t Stand. They have shared their insights with audiences worldwide through their company R & R Productions.
ABOUT THE BOOK Identify ten bothersome behaviors Deal successfully with each of them Understand the thought and fears of difficult people An understanding of whom we are dealing with and what motivates them Turn conflict into cooperation
THE TANK THE KNOW IT ALL THE WHINER THE SNIPER THE THINK THEY KNOW IT ALL THE MAYBE PERSON THE GRENADE THE YES PERSON THE NOTHING PERSON THE NO PERSON
THE TANK Stand your ground Interrupt Don¡¯t defend Aim for the bottom line Peace with honor
THE SNIPER Stop, Look, & Backtrack Ask the ¡°Relevancy¡± question If he/she will talk -- LISTEN ! Suggest a friendly future Don¡¯t overreact
THE KNOW-IT-ALL Be prepared and know your stuff Don¡¯t resent the Know ¨C It - All Present views politely Acknowledge his/her competence
THE THINK THEY KNOW IT ALL Give them a little attention Ask for specifics State facts as you know them Provide a way out Handle alone whenever possible
THE WHINER Listen Prepare to interrupt ¨C get specific Acknowledge the complaint Don¡¯t ask Whiners why they¡¯re complaining Use limiting responses Move to problem solving
THE MAYBE PERSON Help them voice concerns Provide face-to-face support when possible Use a decision ¨C making process Re ¨C assure and follow through May be¡­¡­
THE YES PERSON Make the Yes Person comfortable Talk Honestly Help them learn to plan Ensure commitment
THE NOTHING PERSON Plan enough time Lighten it up Avoid getting angry Show the future
THE GRENADE Get the attention Show your concerns Reduce intensity Avoid setting off the Grenade
THE NO PERSON Go with the flow Use them as a resource Give them time to think Appreciate the NO person NOOOOOOOOOOOO !!!!!!!!!!
CONCLUSION Even if we can¡¯t change difficult people, we can communicate with them in such a way that they change themselves. It¡¯s a matter of knowing how to get through to them when they¡¯re behaving badly.
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Courtesy SAMEER KUMAR RAI SIVA SIAVNI INSTITUTE OF MANAGEMENT

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DEALING WITH DIFFICULT PEOPLE

  • 1. Written by, Dr. Rick Brinkman Dr. Rick Kirschner Sameer Kumar Rai
  • 2. ABOUT THE AUTHORS Dr. Rick Brinkman & Dr. Rick Kirschner are professional speakers. Co ¨C authors of the bestselling audio-video tapes How to Deal with Difficult People and the best selling book Dealing with People You Can¡¯t Stand. They have shared their insights with audiences worldwide through their company R & R Productions.
  • 3. ABOUT THE BOOK Identify ten bothersome behaviors Deal successfully with each of them Understand the thought and fears of difficult people An understanding of whom we are dealing with and what motivates them Turn conflict into cooperation
  • 4. THE TANK THE KNOW IT ALL THE WHINER THE SNIPER THE THINK THEY KNOW IT ALL THE MAYBE PERSON THE GRENADE THE YES PERSON THE NOTHING PERSON THE NO PERSON
  • 5. THE TANK Stand your ground Interrupt Don¡¯t defend Aim for the bottom line Peace with honor
  • 6. THE SNIPER Stop, Look, & Backtrack Ask the ¡°Relevancy¡± question If he/she will talk -- LISTEN ! Suggest a friendly future Don¡¯t overreact
  • 7. THE KNOW-IT-ALL Be prepared and know your stuff Don¡¯t resent the Know ¨C It - All Present views politely Acknowledge his/her competence
  • 8. THE THINK THEY KNOW IT ALL Give them a little attention Ask for specifics State facts as you know them Provide a way out Handle alone whenever possible
  • 9. THE WHINER Listen Prepare to interrupt ¨C get specific Acknowledge the complaint Don¡¯t ask Whiners why they¡¯re complaining Use limiting responses Move to problem solving
  • 10. THE MAYBE PERSON Help them voice concerns Provide face-to-face support when possible Use a decision ¨C making process Re ¨C assure and follow through May be¡­¡­
  • 11. THE YES PERSON Make the Yes Person comfortable Talk Honestly Help them learn to plan Ensure commitment
  • 12. THE NOTHING PERSON Plan enough time Lighten it up Avoid getting angry Show the future
  • 13. THE GRENADE Get the attention Show your concerns Reduce intensity Avoid setting off the Grenade
  • 14. THE NO PERSON Go with the flow Use them as a resource Give them time to think Appreciate the NO person NOOOOOOOOOOOO !!!!!!!!!!
  • 15. CONCLUSION Even if we can¡¯t change difficult people, we can communicate with them in such a way that they change themselves. It¡¯s a matter of knowing how to get through to them when they¡¯re behaving badly.
  • 16. ?
  • 17. Courtesy SAMEER KUMAR RAI SIVA SIAVNI INSTITUTE OF MANAGEMENT