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Short…Stimulating … Boosting Performance © Hemsley Fraser Group Ltd 2006
The Purpose of this Session is to: ‘Turn challenging situations and difficultbehaviour into a positive situation for all involved parties’
© Hemsley Fraser Group Ltd 2006 Outcomes By the end of this session you will be able to: Identify and understand your reactions and responses to change Easily identify the different behaviour types and use tried and tested techniques to overcome behavioural resistance Explore your typical reactions to difficult behaviour and commit to making positive changes in the future Understand the appropriateness of using the different behaviour management strategies depending on the situation and person Develop a toolkit for future success by examining various techniques to manage difficult behaviour and create those positive allies
© Hemsley Fraser Group Ltd 2006
Different Behaviour Types Sherman Tank The Exploder The Complainer The Clam
© Hemsley Fraser Group Ltd 2006 Different Behaviour Types Wet Blanket Know-it-All The Staller
© Hemsley Fraser Group Ltd 2006 Behaviour Management Strategies WITHDRAWING Neither the goal nor the relationship are important. You withdraw from interaction. FORCING The goal is important but not the relationship. Use all your energy to get the job done. SMOOTHING The relationship is more important than the goal. You want to be liked and accepted. NEGOTIATING Both goal and relationship are important but there is a lack of time. You both gain and lose something. PARTNERING Goal and relationship are equally important. You define the conflict as a problem-solving situation.
© Hemsley Fraser Group Ltd 2006 How To Handle Difficult Situations Three strategies for handling difficult situations: Avoid it Neutralise your reaction Change their behaviour
© Hemsley Fraser Group Ltd 2006 1. Make the decision to face up to the person directly and by yourself. 2.Write down the exact problem you need to handle and your goal for the confrontation. 3.Write down a Plan or List of Points you need to make to support your goal. 4.Write down objections, reactions or disagreements the other person may have. 5.Organise your notes and gather supportive documents. 6.Arrange the meeting where you will not be disturbed, preferably in a space you control. 7.Start the meeting. How To Handle Difficult People
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