Dealing with Difficult People

1. Dealing with Difficult People being in control when the going gets tough

2. topics • why it is difficult to deal with difficult people • defence mechanisms in ourselves and others • styles of difficult people and how to spot them • the fear factor: how to handle our own emotions • techniques for getting your point across • how to feel and display confidence • confrontation: when and how to do it • how to avoid arguments and win people round

3. Why is it Difficult ?

4. what is pressure? logic emotion what are the triggers?

5. how people see the world the 5 senses values memories delete distort generalise decisions

6. Logic 10 Extrovert Introvert 0 10 10 10 Emotion

7. how we relate to people Extrovert • Brainstorming • Speaking before thinking • Working with people and background activity • Easily engaged in conversation • Enjoys meetings • Thrives on debates • Enjoys the spotlight • Life and soul of the party • Enjoys recognition from others • Secretly welcomes interruptions Introvert • Prefers time to reflect • Prefers working without distraction • Uncomfortable in spotlight • May be seen as reserved • Has the answers but doesn't always offer them • Enjoys own company • Frustrated with small talk • Dislikes interruption

8. how we relate to our environment Logic & Reason • Remain calm in excitable conditions • Seek out facts & details • Objectivity (can argue both sides of a debate) • Can be perceived as cold and uncaring • Strong minded, unafraid of telling people when things go wrong • Remembers facts & figures more easily than names & faces • Emotion • Makes decisions based on feelings of others • Puts needs of others at top of the priority list • Dislikes conflict • Can be see as weak willed by others • Prefers harmony to being correct • Can be easily hurt

9. Logic 10 Driver Analytical Extrovert Introvert Amiable Expressive 0 10 10 10 Emotion

10. characteristics • Bold • Assertive • Affirmative • Determined • Clear • Objective • Detached • Showing no bias • Cheerful • Spirited • Buoyant • Uplifting • Still • Tranquil • Calming • Soothing

11. we can be seen as • Aggressive • Controlling • Driving • Overbearing • Intolerant • Stuffy • Indecisive • Suspicious • Cold • Reserved • Excitable • Frantic • Indiscreet • Hasty • Flamboyant • Docile • Bland • Plodding • Reliant • Stubborn

12. personality dress code • Power dressing • Suits • Well pressed • To impress • Designer • Conservative • Dark suits • 3 piece • Traditional • Relaxed • Jumpers • Tweed • Casual • Earth colours • Statement • Trendy • Louder • Brighter colours • Different

13. the environment we create • Look tidy • Impressions • Power desk • Certificates • Equipment • Famous photos • Very tidy • Spreadsheets • Gant Charts • Technical photos • No clutter • Disorganised • Art • Gizmos • Friends / family • Inspiring quotes • Plants • Sofas • Charity info • Coffee machine • Organised chaos

14. dealing with Blues-Analytical • Be punctual • Plenty of facts and figures • Lots of data and research • Product information • Statistics • Leave information with them • Confirm bookings in writing • Know your competition • No social chit chat • Good customer care • Find out about their business • No gimmicks

15. dealing with Reds-Driver • Prepare well • Direct questions • Be punctual • Plenty of product knowledge • Examples • Be professional • No social chit chat • Not too many facts and figures • May it easy for them by offering service • Give “whats in it for them”

16. dealing with Greens-Amiable • No jargon • No pressure, empathise • Be on time • No direct questions • More casual approach • Testimonials • Not too much data • Seek out opinions • Be friendly and sincere • Listen • Give them time

17. dealing with Yellows-Expressive • Enthusiasm • Visuals • Be creative • Seek out their opinions • Give them more than one option • Friendly • Plenty of social chit chat • Let them talk • Use humour • Not too many facts and figures

18. Dealing with Difficult People www.goodfoot.co.uk/downloads/heathdifficult.aspx Thank You