2 7 Types of Personality Types Hostile AggressivesSherman tanksSnipersExplodersComplainerClamSuper AgreeablesThe NegativistKnow it allThe IndecisiveYou can’t change them, but you can DEAL with them!
3 Hostile Aggressives Sherman Tanks CharacteristicsSeem to attack not an idea, but you personallyIntimidatingBase decisions on facts of the momentGet impatient with anyone who doesn’t see it their way
4 Hostile Aggressives Sherman Tanks Strategies for coping with Sherman TanksStand up to them, but don’t get into right or wrongUse phrases like: “I guess we see it differently. Now what’s our next step?”Use their names when speakingSay “_____, you interrupted me”Be ready to be friendly- Sherman tanks back down when you earn their respect
5 Hostile Aggressives Sniper CharacteristicsVery strong sense of what others should do and thinkHave to prove they’re rightTake cover under humor and sarcasmCount on victim not wanting to make a scene
6 Hostile Aggressives Snipers Strategies for coping with SnipersSmoke them outDeal with them privatelyConfront them and end with “Did you really mean what you said?”Take away the joke - take away their coverDeal with them every time they snipe
7 Hostile Aggressives Exploders CharacteristicsYell, cut you down, insult youSeem out of control… and ARECaught up in tantrumsFeel threatened and pushed to take action
8 Hostile Aggressives Exploders Strategies for coping with ExplodersDo nothing but look him in the eyesLet exploder run downHelp them regain their self-controlLet them know you take them seriouslyTry to find some privacy, then get the factsOffer some concrete plan of action
9 The Complainer Characteristics Whining tone that blames or accuses Feel like they have little control over their livesAnything good that happens is attributed to luck or favors from othersAllows them to feel blameless and victimsWants problem solved but count on others to do it
10 Complainers Strategies for coping with complainers Listen actively, paraphrase back but don’t agreeDon’t agree and don’t apologizeGet them into a problem-solving modeAsk open-ended questions or ask them to put the complaints in writingAsk them what they want to accomplish with their complaints
11 The Clam Characteristics Silent, unresponsive Achieving power by withholding communication from youDon’t want to be blamed for wrong answerMay not know what’s going on at all
12 Clams Strategies for coping with clams Get them to talk with small talkPauseAsk open-ended questionsAssume “friendly, silent stare” – look expectant, but don’t make conversationIf no success, reschedule the meeting and state expectations for that meeting
13 The Super-Agreeable Characteristics Will agree to do anything you ask Don’t follow throughGive excuses and re-commitWork hard at making you feel liked
14 The Super-Agreeable Strategies for coping with super agreeable Let them know that you don’t expect miraclesAllow them the opportunity to be honestWork for a win-win compromise
15 The Negativist Characteristics Pessimists Tear down morale Play to our despairFeel like they have no controlThose with power can’t be trusted
16 The Negativist Strategies for coping with negativists Come back with a positive, realistic statementDon’t argue with themDon’t try to convince them they’re wrongKeeps you from being dragged downEstablish a “horror floor”Ask “What’s the worst that could happen?”Always be ready to take action on your own
17 The Know it All Bulldozers CharacteristicsHave THE right answerFeel powerfulDon’t need others
18 The Know it All Bulldozers Strategies for coping with bulldozersGet them to consider alternative viewsDon’t challenge their expertiseParaphrase back what they just saidIf you object, ask questions, don’t accuse
19 The Know it All Balloons CharacteristicsPhony expertsSpeak with great authority about subjects they don’t knowReally feel like they have the answers
20 The Know it All Balloons Strategies for coping with balloonsGive a descriptive statements as you believe them to beLet the balloon save faceChange the subject
21 ? The Indecisives Characteristics Pleasant, supportive, listen well Won’t take actionToo concerned about hurting someone’s feelingsTend to avoid really answering
22 ? The Indecisives Strategies for coping with indecisives Find out what’s really the reason they don’t decideHelp them lay it out for youGive them permission to disagree with youThank them for their input
23 The DESO Strategy Describe what offends you. Express how you feel. Specify what you want the other person to change.Outcome. Describe the desirable outcomes. Avoid threats.
24 The NegativistYou have been asked to serve on the committee that will plan and host the company holiday party. No one really wants to serve on this committee because the parties are always dull. You want to make this year’s party a success, but there is a negativist named John appointed to the committee. As a team:Conduct a meeting to come up with a party idea for the holidaysHave one team member role play John in the meetingUsing the strategies we’ve discussed, deal with the negativist and demonstrate how the committee will succeed.