The sum total of ways in which an individual

reacts and interacts with others.

Personality is a pattern of stable states and

characteristics of a person that influences his

or her behavior toward goal achievement

DEFINITION

Personality -A relatively stable

set of characteristics that

influences an individual’s

behaviour.

PERSONALITY DETERMINANTS

• Heredity

• Environment

• Situation

• Culture

• Family and social background

Myers-Briggs

Sixteen Primary

Traits

Most of us encounter unreasonable people in our lives. We may be “stuck” with a difficult individual at work or at home. It’s easy to let a challenging person affect us and ruin our day.

How do the difficult people behave?

• They are negative.

• They are pot-stirrers. They are

selfish.

• They won’t take responsibility

for their behavior.

• They are arrogant.

• They are disrespectful. .

• They are passive-aggressive.

• They disregard policy.

• They are unmotivated and lazy.

TYPES

OF

DIFFICULT

PEOPLE

• Aggressive, in your face behavior verbal and physical behavior…goal is control at all costs…I win/you lose!

• Tanks will never back down!

Deal with them by:

• Maintaining eye contact…

• Standing your ground, but not getting into a fight with them…it will only escalate the fight

• Smiling/maintaining self control

Dominates conversation with lengthy, haughty arguments, and eliminates opposition by finding flaws and weaknesses to discredit other points of view. Is very knowledgeable and competent.

Deal with them by:

. Picking your battles…sometimes it is best to ignore them or thank them for the information.

. Never ever asking for their opinion

. Recognize that their knowledge is a valuable asset

Do not know what they are talking about, but they have a knack for conversation and act like a professional.

Deal with them by:

State the correct facts or give alternative opinions in as much detail as you can.

Move on to the next topic as soon as you correct a balloon.

This gives the balloon enough time to deflate with as little embarrassment as possible.

They lose themselves on analyzing things to death and never get back on track;

Have great difficulty saying anything that might be hurtful or distressing to anyone so…they do nothing at all !

Fraught with indecisiveness !

Deal with them by:

Making sure they have a dead line and know the reason for the dead line.

Being helpful and providing background info to help them make a decision to commit to work asked of them.

Pessimistic;

Tear down morale;

Feel that those with power can’t be trusted…suspicious and paranoid

Feel like they have no control over anything;

Deal with them by:

Ask what’s the worst that could happen?

Don’t argue with them !

Distance yourself from them or limit your time with them to maintain a positive outlook;

Nothing, it seems, is ever right for them;

They give little specific information about the complaint;

They usually state a complaint and then walk away;

Deal with them by:

Ask them to do the opposite;

Ask for specifics: who, what, when, where, why, and how;

View the complainer as a resource. Sometimes what they complain about really is a problem that needs to be resolved.

• Label them.

• Neutralize them

• Predict them.

• Inform them

• Ignore them.

• Avoid them.

• Expose them.

• Circumvent them.

• Use them.

• Confront them.

• Rehabilitate them.

• Discourage them.

• Ridicule them.

• Isolate them.

A story – The wise man and his nasty friend

• A long time ago, there was

an old man who lived near

a village and was well

known for his wisdom and

teachings.

• He used to share his

knowledge through

lectures and meetings and

his whole community was

very pleased for having

him around.

A story – The wise man and his nasty friend

• However, he used to be

followed by a man that

disagreed and criticized his

blessed messages.

• That nasty person was

always trying to damage his

image around the village.

• And because of that many

people didn’t like him.

A story – The wise man and his nasty friend

• After few years, the nasty man

became very sick and died.

• And many people noticed that

the wise man was quite sad

during the funeral services.

• And then, someone decided to

ask him the reasons of his

sadness and concerns.

A story – The wise man and his nasty friend

• “Master, why are you so sad?”

• “Well, today a good friend of mine has died.”

• “But how could he be your friend? Since he was behaving badly, trying to damage your image, teaching and always questioning you.”

• “Believe me, he was the only one that pushed me to improve myself, helping me to think and rethink about my words and actions without any flattering comments”.

A difficult point-of-view

• We need to agree that it is

very difficult to accept the

wise man’s teachings

when he referred to a

nasty person.

• And no one would like to

have a friend like that.

Main benefits

• But it is important to bear

in mind that in many

cases, such negative

people help us:

– to be more aware of our

own attitudes,

– to keep control,

– to behave better and

– to go even further.

Strategy 01 – Be prepared for a conflict

• The best way to deal with a conflict is

to anticipate it, developing ways to

handle a debate, remembering:

– Don’t be wishy-washy.

– Do uphold your morals and values

– Don’t be arrogant.

– Be self-confident.

– Be willing to compromise.

– Don’t let him/her get under your skin.

– Keep control of the situation.

You may have to deal with some funky behaviour like people coming in late, texting on their phone, or falling asleep

But what can you do if you can’t tell them off

Like when the person misbehaving is senior to you

A prospect

Or a paying customer

You need to take control without losing your cool!

Take a deep breath and remind yourself

It works like magic

Difficult people are everywhere. Maybe

you're one of them? Or maybe, everyone is

difficult during certain moments of their life.

Either way, eventually you'll need to work

or compromise with a person that you think

is difficult

In conclusion, to know how to handle

unreasonable and difficult people is to truly

master the art of communication. As you

utilize these skills, you may experience less

grief, greater confidence, better

relationships, and higher communication

prowess. You are on your way to

leadership success….!!