1Presented by Tia Coutroupis

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Objectives

Sharpen my skill set in order to …

render effective listening and communication

collaborate around solutions

promote positive involvement

increase BTU membership

The Work Site Leader

The Communicator

The Problem Solver

The Union Builder

Strategy… a plan, method, or series of maneuvers for obtaining a specific goal or result

The officially designated agent of the Union in any work location or functional division or group. (BTU Contract)

Building Representative

Dealing… conduct, behavior, demeanor in relation to others

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Why debrief

Understanding … Application …

Cements learning

Allows processing time

Provides an opportunity to make sense of the material

Promoting reflection

Allowing participants time to make connections to their school community

Affording participants time to consider application

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Recall a time when you observed someone effectively dealing with a difficult person.

What did the person do?

Using the Dealing Effectively sheet and markers, list the common descriptors that came out during your table talk

Report out in 10 minutes (pick a reporter)

Memorable Experience

Secret …

Most people are not difficult for the sake of being difficult. Even when it may seem that the person is just out to get you, there is always some underlying reason that is motivating them to act this way. Rarely is this motivation apparent.

Try to identify the person's trigger:

• What is making him/her act in this manner?• What is stopping him/her from cooperating? • How can I help to meet his/her needs to resolve the situation?

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Which type of person?

What are the AKA’s of this behavior?

What ticks us off about this behavior?

What are some possible reasons for the behavior?

What are some tips for effectively handling people with this behavior?

Where might you encounter this behavior in your work as a BR?

Example … TYPE: A NEGATIVE person

AKAs: pessimists, but-ters, dampeners

TICKS: They always see the glass half empty, what could go wrong, what won’t work

REASONS: Their brain is wired to see what could go wrong before seeing the other possibilities.

TIPS: Be an active listener by seeking out the real issues: What is your exact concern? What barriers will need to be removed to promote

success? What could go right with the current plan?

ENCOUNTER: During the union chapter committee meeting they could rain on every suggestion.

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There are many different types of DIFFICULT people

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The are different strategies to deal with each type

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StrategiesTreat the person with respect. Use the golden rule, "Do unto others as you would have them do unto you.”

Build a rapport. Re-instill the human touch by connecting with your colleagues and getting to know them as people.

Focus on what is actionable. Choose not to harp on what you cannot change, focus on the actionable steps that can be taken.

Be calm. Someone who is calm is seen as being in control, centered and more respectable.

Understand the person's intentions. There is always some underlying reason that is motivating a person’s behavior.

Let the person know where you are coming from. Let the person know your intentions behind what is being said, done, and/or sought.

Get some perspective from others. Seek out and listen to colleagues who have successfully interacted with the difficult person.

Trump Card! When all else fails, remain cordial and professional. Keep them informed and refrain from discussions that are likely to escalate.

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CHARACTERISTICS of an Effective BR

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Please complete and turn in your evaluation,

to help us better prepare for future PDs.Session Title: SST for Dealing with Difficult People

Session Times: [ ] 8:45 [ ] 10:30 [ ] 2:15

Facilitator: Tia Coutroupis

Thank you for your participation!