Presentation on theme: "Stressbusters Dealing with Difficult People. If you are distressed by anything external, the pain is not due to the thing itself but to your own estimate."— Presentation transcript:
If you break your neck, if you have nothing to eat, if your house is on fire, then you got a problem. Everything else is inconvenience. ~ Robert Fulghum
Perspective What’s the big deal? Is the reaction proportional to the issue? What’s the problem? Immediate issue Long-term issue Who is this about? What’s my responsibility? What isn’t my responsibility?
Keeping your Balance Humour Perspective Awareness Know your triggers Recognize your defensive mechanisms Don’t personalize
If at first you don't succeed, try, try again. Then quit. There's no point in being a damn fool about it. ~ W. C. Fields
Keeping your Balance Humour Perspective Self-Awareness Calm
Silence is one of the hardest arguments to refute. ~ Josh Billings
Getting through a Confrontation If person is frustrated but not (yet) angry… Do: Listen and paraphrase Acknowledge feelings Identify specific actions to reach solution Don’t: Patronize Overwhelm Accept responsibility except where appropriate
Getting through a Confrontation If person is angry or hostile… Do: Acknowledge feelings Keep the discussion on topic Stay focused on resolution Don’t: Rise to the bait Make excuses or long explanations
Getting through a Confrontation If the person is abusive and unreasonable… Do: State the rules State the limits Be clear and concise Call for backup and/or remove yourself Don’t: Run with scissors
Dealing with Difficult People Any questions or comments?