1. STAY AHEAD of Work-Life Challenges How to Deal with a Difficult Person Presented by ComPsych ® Corporation

2. Copyright © 2011 ComPsych Corporation. All rights reserved. This document is the confidential and proprietary information of ComPsych Corporation. 2 Objectives Recognizing common difficult behaviors Strategies for coping with difficult behaviors Methods for resolving conflict

3. Copyright © 2011 ComPsych Corporation. All rights reserved. This document is the confidential and proprietary information of ComPsych Corporation. 3 Common Difficult Behaviors Guilt tripper Crisis tickler Score keeper Joker Topic changer Blamer Yeah, but-er Generalizer bunny Bulldozer Sniper Know-it-all No-no-no-er Complainer central

4. Copyright © 2011 ComPsych Corporation. All rights reserved. This document is the confidential and proprietary information of ComPsych Corporation. 4 Defining Difficult What are some difficult behaviors or situations you deal with regularly? Why are they difficult for you?

5. Copyright © 2011 ComPsych Corporation. All rights reserved. This document is the confidential and proprietary information of ComPsych Corporation. 5 Considerations Understanding the cause Recognizing positive intent Choosing your response Defusing the behavior

6. Copyright © 2011 ComPsych Corporation. All rights reserved. This document is the confidential and proprietary information of ComPsych Corporation. 6 Effective Communication Keep it simple, direct, specific and clear Pay attention to your non-verbal signals check your tone of voice Confront behavior, not values Be aware of your feelings Use “I” messages instead of “you” messages

7. Copyright © 2011 ComPsych Corporation. All rights reserved. This document is the confidential and proprietary information of ComPsych Corporation. 7 Managing Conflict Competitive Accommodating Avoiding Collaborating Compromising

8. When to Seek Additional Help ComPsych counselors are qualified to help you deal with difficult behavior; whether it’s yours or someone else you know. There are additional resources for dealing with difficult behavior on www.guidanceresources.com www.guidanceresources.com Check it out! Call ComPsych ® GuidanceResources ® Available 24 hours a day, 7 days a week!