Dealing with Difficult People
and Tricky Situations
• Personal Assessment
• Self Esteem
Attitude is more important than facts.
It is more important than the past, than education than money,
than circumstances, than failures, than success,
than what other people think or say or do.
It is more important than appearance, giftedness or skill.
It will make or break a company…a home… a relationship.
The remarkable thing is we have a choice, every day
regarding the attitude we will embrace for the day.
We cannot change our past.
We cannot change the fact that other people
will act in a certain way.
We cannot change the inevitable.
The only thing we can do is play
on the one string we have, and that is our attitude.
I am convinced that life is 10% what happens to me
and 90 % how I react to it. - Charles Swindoll
Your Attitude reflects You
• Everyone has an attitude - ???
• Some people H_ _ P others
• Some people H _ N _ _R others
• Some attitudes are anchors
• Some attitudes are propellers
• Some have c _ _ do attitudes
• Some have c_ _ ‘_ do attitudes.
Focus on problem
Why me? Poor Me
Life throws this at me
It’s too hard
I can’t do that!
I knew I couldn’t do that
All defeats are permanent
Fatalistic approach to work
Focus on solution
How can I fix this?
What do I need ?
Can I learn anything?
Is there a better way?
Who can I ask to help me
I can do that!
Embrace the challenge
Wondrous approach to work
• Can change • Can’t change
• What it provides you • What it doesn’t
• What can you learn provide
• What can you learn
• Stage 1 – Analysing
• Stage 2 – Understanding
• Stage 3 – New Knowledge
• Stage 4 – Your strategy
• Stage 5 – Action
Customer/work colleague (Immediate Attention)
•Personal safety and trust your instincts
•Stand up and take time out if necessary
•Ask yourself and/or other person
What are you really looking for?
•Ask yourself and /or other person
What more could you do?
•Put it in writing
Solutions at Work
Colleagues or boss
•Take time to think
•Be proactive and try again from different angle
•Focus one step at a time
•Think creatively for a solution
•Shy Person – often self-esteem
•Praise for positive behaviour
•Is additional training needed
•Acknowledge - Negative Energy – Individual/Organisation
•Acknowledge - Mis-aligned goals/outcomes/values
•Self-Belief – Success thinking - Use affirmations and visualise success
•If something is not working, are you flogging a dead horse
•Criticism – Can be a gift – maybe change is needed – (I’M NOT OK)
•Integrity – To yourself and others
•Treat others as you would like to be treated.
•Recognise – Male /Logic – Female/Emotion
•Give yourself permission to deal with the situation/ change/miss-take
•White Light/Pink Bubble OR Swish Away
WALK AWAY TALL IN LIFE…LEARN THE LESSON
• What’s happening for you?
• Where do you want to be?
• Think your situation through with your
• Re listen to webinars
• Re-read bonus materials
• Talk to positive support person
• Decide your action
• Just do it!
• One on One coaching
Other Webinar programmes
• Think Positive to be a Success
• XFactor Confidence – Use your secret
ingredient to make you more money
• Online programme – Attitude Training
• Social Media/Weekly quotes