dealing with difficult people - cooper university hospital · 2017-11-02 · and more about 1....
TRANSCRIPT
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Dealing with Challenging People
Co-workers, Supervisors, and Patients
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Objectives
• To identify the characteristics of challenging people.
• To recognize what makes you challenging at times.
• To understand your response to challenging people.
• To learn tools for dealing with those challenging people more effectively.
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What are the characteristics that
make someone challenging for
you?
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What makes you
challenging at times?
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Who’s the challenging person
now?
• Name a challenging person.
• Be specific about what makes that person
challenging.
• Identify how you usually respond to that person.
• Consider why they might be behaving that way
• Determine what you would like to happen
differently from them and from you.
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Goals of Dealing with
Challenging People
• To hear and be heard!
• Get the job done!
• Neutralize the situation, don’t escalate it.
• Don’t take it personally!
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What gets in our way of
communicating effectively?
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Barriers to Communication
• Attitude/Emotions
• Language
• Prejudice/Bias
• Position/Role
• Time
• Environment
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Behavioral Barriers
• Ordering
• Ignoring
• Sarcasm
• Moralizing/judging
• Name calling
• False reassurance
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Communication Styles
Passive
Aggressive
Assertive
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Passive
Goal: To please, to be liked, to avoid conflict.
Resulting Feelings: Anxious, ignored, hurt, manipulated, disappointed in themselves, angry and resentful.
Benefits: To avoid unpleasant situations, short-term tensions and confrontations.
Costs: Get taken advantage of and don’t get their needs met.
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Aggressive
Goal: To win, dominate, assert power, to control and sometimes to humiliate.
Resulting Feelings: Self-righteous, controlling, superior and sometimes embarrassed later.
Benefits: Release anger, have control and get their way.
Costs: Alienate others.
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Assertive
Goal: To give and receive respect while making known opinions, wants or feelings.
Resulting Feelings: Confidence and success. Feel good about themselves and are in control.
Benefits: Get needs met while maintaining positive relationships.
Costs: Sometimes, time.
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Active Listening
• Body language – eye contact, posture, head
nod
• Reflection – “So what I heard you say
was…”
• Empathy – “I can tell you are feeling…”
• Clarification – “Did you mean…when you
said…” or “Help me understand better”
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Assertive Communication Skills
• “I” statement: “I think/feel/believe…”
• Two-part message: “I think/feel/believe
when you…”
• Empathic message: “I understand you are
feeling…and…”
• Request statement: “…and what I need
from you is…”
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The Power of “AND”
“BUT” must go -- Kick it right out
of your vocabulary.
“But” makes the statement:
Judgmental
Lip service for the first part of statement
Insincere
Patronizing
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All Together Now, 1…2…3…
1) I am sorry this is so upsetting to you
2) AND
3) Let’s find a way to make it better.
1) I hear you both feel you were treated unfairly
2) AND
3) Let’s agree that both of you stop arguing.
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And more about
1. String together as many “AND’s” as you need
2. Pause between “AND’s” so the person absorbs your empathy and connection
3. Empathy and understanding is sometimes all a person wants and all we have to give.
4. It’s stating I can understand this for YOU.
“I know this is difficult and you doubt it will get better and
we just need to do one more test and we will be as gentle as
possible.”
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1) I know you expected the report on time
2) AND
3) We had an emergency.
1) I can see you are worried about your family
2) AND
3) We will have that information shortly
And 1, 2, 3…
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Phrases to Avoid
Threatening: “If” followed by “You”
Blaming/Shaming: “Why” followed by
“Can’t,” “Won’t” or “Don’t”
Labeling: “Never,” “Ever,” and “Always”
Generalizing: “You” followed by a negative
noun, adjective, or phrase
Discounting: Using the word “but”
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3 Quick & Easy Rules
1. You can’t apply the Golden Rule because challenging people won’t necessarily treat you the way you would treat them.
2. Stop using the Old American method. Speaking louder will not get them to understand better.
3. Try something. Anything, noticeably different.
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Do’s and Don’ts for Dealing with
the Different Types of Challenging
People
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Hostile Aggressive
• Bully and bombard to get their way
• Raised voice
• Intimidating body language
• Profanity
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Hostile Aggressive
Do’s Don’ts • Stay calm/take deep
breaths
• Stop the interaction temporarily
• Communicate that you would like to hear what they have to say, but not like this
• Stand your ground
• Counter attack
• Get defensive
• Shut down or withdraw
• Take it personally
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Indirect Hostile Aggressive
• Use sarcasm
• Put opponents down
• Back-stab
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Indirect Hostile Aggressive
Do’s Don’ts • Ask for clarification
– Intent – “When you say
that, what are you really
trying to say?”
– Relevancy – “What does
that have to do with this?”
• Suggest that, in the future,
if there is a problem, come
talk one-on-one.
• React
• Take it personally
• Lash out
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Expert/Know-It-All
• Their way is the only way
• Arrogant
• Inflexible
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Know-It-All
Do’s Don’ts
• Be prepared
• Present new
information with facts
• Use pronouns like
“we” and “us”
• Be flexible
• Turn them into a
mentor
• Become a know-it-all
yourself
• Get defensive
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Think They Know-It-All
• Insecure
• Stubborn
• Over-explain
• Defensive
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Think They Know-It-All
Do’s Don’ts
• Recognize their
insecurity
• Have compassion
• Give them a little
attention
• Ask them to help you
understand their
position
• Be judgmental
• Be too blunt
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Indecisive
• Listen well
• Can’t make decisions
• Don’t complete tasks
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Indecisive
Do’s Don’ts
• Be specific and
concrete about what
you want
• Limit choices
• Be patient
• Get angry
• Make the decision for
them
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Super-Agreeable
• Want to be liked
• Agree regardless of their
opinion
• Often don’t complete tasks
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Super-Agreeable
Do’s Don’ts
• Let them know that
disagreeing is okay
• Be specific about what
you want from them
• Ask for negatives
• Make them feel shame
• Avoid conflict because
they are too nice
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Complainer/Negativist
• Whine
• Oppositional
• Resistant to change
• Feel powerless
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Complainer/Negativist
Do’s Don'ts • Listen and
acknowledge what they say
• Consider their perspective
• Focus on problem-solving
• Separate from the negativity
• Argue
• Expect them to change
• Agree
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Silent/Unresponsive
• Say nothing
• Avoid conflict
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Silent/Unresponsive
Do’s Don’ts
• Start the conversation
• Ask open-ended
questions
• Slow down
• If no response, state
your plan
• Show frustration
• Lose your temper
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Now that you know what types
of people push your buttons…
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Let’s try out your new skills…
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Remember, you can not control
other people’s behavior, you can
only control how you choose to
respond!
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And maybe you can influence
how they behave with you!