Download - Working with difficult people
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Working With Difficult People Feels Like Getting Pinched by a Lobster Claw!
Presented by
Greg McKenzie, Oregon School Boards AssociationWinton Goodrich, Vermont School Boards Association
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Cowboy Words of Wisdom“Life is simpler when you plough around the stump.”
“Words that soak into your ears are whispered, not yelled.”
“Forgive your enemies. It messes with their minds.”
“Don’t corner something meaner than you.”
“Remember, silence is sometimes the best answer.”
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Coping With Difficult People
Dr. Robert Bramson Dealing With People You Can’t Stand Dr. Rick Brinkman & Dr. Rick Kirschner
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10 Most Unwanted List
1. “Tank” Confrontational, pointed & angry The ultimate in pushy behavior
2. “Sniper” Rude comments, biting sarcasm Attempts to make you look foolish
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10 Most Unwanted List
3. “Grenade” After initial calm, explodes into
uncontrolled ranting & raving
4. “Know-it-All” Has a low tolerance for correction and
contradiction
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10 Most Unwanted List
5. “Think-They-Know-It-All” Attempt to fool some or all of the people
most of the time Really an attempt to get attention
6. “Yes Person” Say “yes” without thinking things through An attempt to please people and avoid
confrontation
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10 Most Unwanted List
7. “Maybe Person” Procrastinates in hope that a better
choice will present itself
8. “Nothing Person” No verbal feedback No non-verbal feedback Nothing
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2006 NSBA Convention 8
10 Most Unwanted List
9. “NO Person” Able to defeat big ideas with a single
syllable Deadly to morale
10. “Whiner” Feel overwhelmed by an unfair world Misery loves company and they bring their
problems to you
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Four Choices
These are the difficult people that most people cannot stand working with, talking to, or dealing with.
You have four options:
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1st Choice
1. Stay and do nothing
Leads to suffering and complaining to someone who can do nothing about it
Can be dangerous because frustration builds and gets worse over time
Complaining to people who can do nothing tends to lower morale
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2nd Choice
2. Vote with your feet
Not all situations are resolvable and some are just not worth resolving
If everything you say makes matters worse, remember, discretion is the better part of valor
Eleanor Roosevelt said, “You’re nobody’s victim without your permission.”
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3rd Choice
3. Change your attitude about your fellow board members
Learn to: see them differently, listen to them differently and feel differently around them
Change your attitude to set you free from your reaction to the problem you see in their behavior
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4th Choice
4. Change your behavior
Change the way you deal with people and they will need to learn new ways to deal with you
Once you know what needs to be done and how to do, you will be able to take charge of an unpleasant situation and redirect its result
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Observations About People
People: Are creatures of habit Behave in certain ways to meet their needs
Observations: How we communicate is a habit When our needs are not met, we react Stronger the need, the stronger the reaction
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Lens of Understanding
Everybody responds to different situations predictably during times of challenge, difficulty, or stress.
People tend to move outside their behavior comfort zone and become either more passive or more aggressive than normal.
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Patterns
For a better understanding of a person’s predictable behavior during times of duress, look for patterns of behavior to determine what people usually focus their attention on in a given situation.
People vs. Task Assertive vs. Cooperative
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People Focus
Assertive Cooperative
Task Focus
Normal Zone
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People Focus
Assertive Cooperative
Task Focus
Normal Zone
GRENADESNIPER
THINK-THEY-KNOW-IT-ALL
NOTHING
YES Person
MAYBE Person
TANK
SNIPER
KNOW-IT-ALL NOTHING Person
NO Person
WHINER
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Dangerous Assumptions
“They are just like me.” “They should act the way I expect them to
act.” “I am right. They are wrong.” “My view is the only valid view.” “I know what they meant by that . . .” “Their intention is obvious.”
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Table Work
Complete Communications Style choices Locate communication quadrant Separate into groups Pose questions to groups
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COMMUNICATION PROFILE GRIDCOMMUNICATION PROFILE GRIDPEOPLEPEOPLE
TASKTASK
AASSSSEERRTTIIVVEE
CCOOOOPPEERRAATTIIVVEE
00
1100
2200
1100
1100
1100
2200
2200
2200
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COMMUNICATION PROFILE GRIDCOMMUNICATION PROFILE GRIDPEOPLEPEOPLE
TASKTASK
AASSSSEERRTTIIVVEE
CCOOOOPPEERRAATTIIVVEE
00
1100
2200
1100
1100
1100
2200
2200
2200
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Question #1
List 5-8 words that describe your group’s behavior style.
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The Nail Game
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Observers Report
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Behavior Has a Purpose
Every behavior has an intent or purpose and that intent is to fulfill.
People do what they do based on what seems to be most important for any given moment.
Four “general intents” determine how people will behave in any given situation.
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Four General Intents
1. Get the job done.
2. Get the job done right.
3. Get along with people.
4. Get appreciation from people.
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Styles
Style Intent ObservationDriver Get it done ControllingAnalytical Get it right PerfectionistAmiable Get along Seeks ApprovalExpressive Appreciation Seeks Attention
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THE FOUR COMMUNICATION STYLESPeople Focus
Task Focus
Assertive
Cooperative
Amiable
AnalyticalDriver
Expressive
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Which Style?
“Just do it. What’s next on the agenda?”
(Task/Aggressive - Driver)
“I think I’ll double check your figures.”
(Task/Passive - Analytical)
“Come see the award I won today.”
(People/Aggressive - Expressive)
“Let me help you with your project.”
(People/Passive - Amiable)
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People Focus
Assertive Cooperative
Task Focus
Normal Zone
Get Appreciated
Get Along
Get It Done
Get It Right
GRENADE
SNIPER
THINK-THEY-KNOW-IT-ALL
NOTHING
YES Person
MAYBE Person
TANK
SNIPER
KNOW-IT-ALLNOTHING Person
NO Person
WHINER
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Notes
1. All of these intents have a time and place in our lives.
2. One quick indicator of a person’s intent is their communication style.
3. When people have shared intent or priorities, conflict is unlikely.
4. As intent changes so does behavior.
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Inherent Conflict in Decision Making
Board Decisions
Role Pressures
Value Differences
Differences in Position or Status
Different Goals
Differences in Perceptions
Community pressures vs. professional staff pressures
Viewing facts differently
Conserving resources vs. expanding service
New board member vs. the established member, city vs. rural
Differences in belief, philosophy, political orientation
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Know Your Teammates
Not understanding the intent and communication style of team members amplifies the inherent conflicts already complicating board decision-making.
Not understanding why groups are dysfunctional in part or whole further complicates effective decision-making.
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Why Teams Underachieve
The Five Dysfunctions of a Team-- By Pat Lencioni
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Absence of Absence of TRUSTTRUST
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Teams with an absence of trust . . .
Conceal weaknesses and mistakes from each other Hesitate to ask for help or provide constructive feedback Hesitate to offer help outside their own areas of
responsibility Jump to conclusions about the intentions of others without
attempting to clarify them Fail to tap into one another’s skills and experiences Waste time and energy managing their behaviors for effect Hold grudges Dread meetings and avoid spending time together
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Overcoming Lack of TrustVulnerability-based trust requires shared experiences over time, multiple instances of follow-through and credibility, and an in-depth understanding of the unique attributes of team members.
Personal Histories Exercise
Team Effectiveness Exercise
Personality and Behavioral Preference Profiles
Spending social time together
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2006 NSBA Convention 40
Fear of Fear of CONFLICCONFLIC
TT
Absence of Absence of TRUSTTRUST
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Teams that fear conflict…
Have boring meetings Create environments where back-channel
politics and personal attacks thrive Ignore controversial topics that are critical
to team success Fail to tap into all the opinions and
perspectives of team members Waste time and energy with posturing and
interpersonal risk management
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Overcoming Fear of Conflict
The first step is acknowledging that conflict is productive.
Mining Real Time Permission Personality Profiling
The second step is always debate “issues” not personalities.
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Lack of Lack of COMMITMENCOMMITMEN
TT
Fear of Fear of CONFLICCONFLIC
TT
Absence of Absence of TRUSTTRUST
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A team that fails to commit… Creates ambiguity among the team about
direction and priorities Watches windows of opportunity close due to
excessive analysis and unnecessary delay Breeds lack of confidence and fear of failure Revisits discussions and decisions again and
again Encourages second-guessing among team
members
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Overcoming lack of commitment
Discuss what needs to be achieved up front Clarify the worst-case scenario for a decision
you are struggling to make. Engage in substantial discussion. The quality of
the decision is usually better than expected. Review the key decisions made during the
meeting, and agree on what needs to be communicated to other constituencies about those decisions.
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Involvement vs. Commitment
Breakfast Food Analogy
Chicken involved with breakfast
Pig is TOTALLY committed!
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Avoidance of Avoidance of ACCOUNTABILITACCOUNTABILIT
YYLack of Lack of
COMMITMENCOMMITMENTT
Fear of Fear of CONFLICCONFLIC
TT
Absence of Absence of TRUSTTRUST
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A team that avoids accountability…
Creates resentment among team members who have different standards of performance
Encourages mediocrity Misses deadlines and key deliverables Places an undue burden on the team leader
as the sole source of discipline.
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Overcoming Absence of Accountability
The key to overcoming this dysfunction is adhering to a few classic management tools that are as effective as they are simple.
Publication of Goals & Standards - Clarify publicly exactly what the team needs to achieve, who needs to deliver what, and how everyone must behave in order to succeed.
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Inattention Inattention to to
RESULTSRESULTS
Avoidance of Avoidance of ACCOUNTABILITACCOUNTABILIT
YYLack of Lack of
COMMITMENCOMMITMENTT
Fear of Fear of CONFLICCONFLIC
TT
Absence of Absence of TRUSTTRUST
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A team that is not focused on results…
Stagnates or fails to grow Loses achievement-oriented employees and
team members Encourages team members to focus on their
own careers and individual goals Is easily distracted
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Overcoming Inattention to Results
Public Declaration of Results – Committing publicly to specific results is more likely to create a passionate, even desperate desire to achieve those results. Teams whose goal is, “We’ll do our best,” are subtly, if not purposefully, preparing themselves for failure
Results-Based Rewards – Tie the team’s rewards to the achievement of specific outcomes.
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Inattention Inattention to to
RESULTSRESULTS
Avoidance of Avoidance of ACCOUNTABILITACCOUNTABILIT
YYLack of Lack of
COMMITMENCOMMITMENTT
Fear of Fear of CONFLICCONFLIC
TT
Absence of Absence of TRUSTTRUST
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Easy Steps
Just as certainly some people bring out the best in you, some people bring out the worst in you.
There are effective learnable strategies for building better teamwork and overcoming group dysfunctions.
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Listening Skills Exercise
Divide the group into pairs Select one person as the speaker Select one person as the listener Brief each group separately One minute speaking exercise Switch Speaker/Listener
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Listening Exercise Debrief
We communicate our interest while listening by:
Verbal responses
Body language
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’s
Closing Remarks On Resiliency…
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Listening Skills
For Eye contact Focus on points of agreement Not judgmental Attentive body language No interruptions Repeat some words of speaker
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Listening Skills
Against Inattentive body language Verbal fillers No eye contact Distractions Kidnap their story Constant interruptions
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Listening in 3 Channels
VERBAL - Actual words used
VOCAL - Tone, inflection, volume, speed, tempo, pitch
NON-VERBAL - Body language
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Listening in 3 Channels
VERBAL – Actual words used
(7%)
VOCAL - Tone, inflection, volume, speed, tempo, pitch
(38%)
NON-VERBAL - Body language
(55%)
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Blending
Any behavior by which you reduce the differences between you
Result is to increase rapport Automatic when people share a common
vision, care about each other No one cooperates with someone who
seems to be against them
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Blending Strategies
Mirror each other’s body posture, facial expressions and degree of animation
Blend with the speaker’s voice volume and speed (**anger exception**)
Ask clarifying questions Identify what you think the speaker really
wants
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Blending Strategies
Listening “for” while the difficult person vents, blows off steam, whines or complains
Repeat some of the actual words the other person is using
Summarize what you have heard Check for understanding
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Redirecting
Any behavior by which you use the rapport from “blending” to change the direction of the interaction
“Redirecting” always follows blending whether listening to understand or speaking to be understood
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Tips
We get along better with people when the emphasis is on our similarities
Success in communication depends on finding common ground
Reducing differences is vital in dealing with people who cause you difficulty
When we communicate better – teams function better
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Communicate Challenge
Your goal: Communicate to be understood
Action Plan:1. Monitor your voice’s tone, pitch,
volume, pace, etc. 2. Be positive about your response3. Tactfully interrupt 4. Ask clarifying questions5. Be ready to listen attentively 6. Blend and Redirect
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2006 NSBA Convention 68
Cowboy Words of Wisdom
“Life is simpler when you plough around the stump.”
“Words that soak into your ears are whispered, not yelled.”
“Forgive your enemies. It messes with their minds.”
“Don’t corner something meaner than you.”“Remember, silence is sometimes the best
answer.”
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Attitude
Life is 10% what happens to me and 90% how I react to it!
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2006 NSBA Convention 70
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THANK YOU