Deal with difficult people by nanoue

VIEWS: 256 PAGES: 36


Understanding yourself Different styles of behavior Coping with different problem people Managing conflict situations Basic communications skills and body language 6. How to say „no‟ and deal with difficult clients 7. You are in control now 1. 2. 3. 4. 5.

Difficult people = difficult behavior

1- Understanding yourself
The patterns of our personality are set in our early childhood
By holding back on displays of affection, an adult can lead a child into believing that he is unworthy of such love, by telling a child he is stupid, or that his brother or sister is better than him, an adult can cause that child to do everything in so half-hearted a fashion that eventually becomes a self-fulfilling prophecy. Someone who has unsettled childhood can suffer from being unable to form positive relationships with others

Communication is a two way process

Suppose that one of your clients shouts at you and creates a row for something that was clearly not your fault. You should:

Example 2
If one of your colleagues shouts at you, which of the following scenarios is most likely to be conducive to a healthy outcome?

2- Different styles of behavior
• Passive • Aggressive • Assertive

Passive People
A passive person is likely to feel:




Passive People

Frustrated Lacking in energy


Passive People
When dealing with passive people other people can feel:

Worm out Annoyed Superior

Passive People



Aggressive People
People who exhibit aggressive tendencies often feel:



Something guilt

Aggressive People

exasperated Always right


Aggressive People
People who exhibit aggressive can cause others to feel:




Aggressive People humiliated Frustrated Withdrawn

Assertive People
Assertive people often exhibit the following tendencies:




Understand that other people have needs and feelings

Assertive People

Willing to take risks

Good communication skills

Assertive People
When dealing with assertive people, others are most likely to feel positive because:

Shared success

Know where they stand

Feelings of respect

Assertive People enthusiastic Can trust you Direct energies into constructive areas

Who wins after all?

3- Coping with different problem people

What do we mean by problem people? They come in all shapes and sizes, but the one common trait that they all exhibit is a type of behavior that gives someone else a problem

When dealing with problem people:
• It creates unnecessary stress, leading to low morale • It wastes time, because effort is being expended on gripping instead of on productive work and relationships • It distorts the decision-making process, since those who display difficult behavior are often circumvented in order to ease the burden on others • It can encourage a selective emigration of the best employees to more conducive working environments • It stops work being in any fun

Categories of people
• Insecure: one of the most reasons to
display problems

• Negative: • Selfish: easier to diagnose • Pleasant: most difficult type of behavior

4- Managing conflict situations

When any conflict situation arises, there are 3 possible outcomes:

What we can do

Categories of people
• • • • Dictatorial Enthusiastic Empathetic Processor

A customer can get annoyed with a company for one of five main reasons:

• He feels no one will listen to him • Something went wrong, and he feels no one is willing to accept responsibility or make redress • He needs help or guidance, but can find no – one to give it to him • The product does not work, or the service provided is inadequate • He thought through and planned everything to do with the purchase or installation and yet it still went wrong

Dealing with difficult clients
Always remain cool and calm Over the phone: •Always follow the 3 P‟s: Professional, polite, Pleasant •The caller must be made to fell important •Don‟t waste caller time & company time •Help the caller achieve his desired objectives

By email: • Address the customer with Respect •Ensure you build a personal relationship rather than remain anonymous

5-Basic Communication skills and body language

Communication is at the heart of any relationship between two people

Feedback is very important in the communication process.
Let others know when:


Body Language

6- How to say ‘no’ and deal with difficult people
• Most people find it difficult to say no. • It is in our nature not to do so for a number of reasons , not least because we want to avoid confrontation and we all feel the need to be liked and to be appreciated, and refusing a request can make us appear selfish to others.

He wants to be liked and appreciated by all his work colleagues A subordinate might be unwilling to say no because

He wants greater prospects for promotion

He does not wish to appear inefficient or incapable of completing the task

He is afraid that his boss will get angry and this could put his job “on the line”

He has low self-esteem and wants to build up the esteem of others

When dealing with a difficult person over the telephone, you should:
Always ensure you have a notepad or screen beside you so that you can note down his complaints Explain fully if you are unable to resolve his problem yourself, and that you will ask the relevant person to get back to him Make sure you have all the relevant details: name, telephone, address and reason why he called in the first place

Make sure that if you cannot help him to find a solution, tell him that you will get back to him later on

7- You are in control now
• It is clear now that truly assertive behavior is the most positive and productive way forward, the most likely to succeed both for you and for the people around you. It is also the least likely to turn you into a difficult people • So get positive…(pts) + pic

Understand yourself and you will probably like yourself better…

So get positive, try to see the other person’s point of view and above all communicate and hopefully other people will soon stop being difficult in your company and will perhaps surprise even themselves.

To top