www.workplace-dynamics.co.

uk
12/06/2014 1
Dealing with
Difficult People
7
th
February 2012
Welcome
Phil Jones Workplace Dynamics
www.workplace-dynamics.co.uk
Mediation
Team Mediation
Group Facilitation
Training and Coaching for Managers
Introductions
Turn to the person next to you..
Name
Where you work
Something youve been pleased about regarding
dealing with difficult people..

My experience things go wrong
when.

those responsible havent explained clearly enough
what they or their company need from their staff

those responsible havent been able to talk to their
people skilfully enough so that they are informed whilst
maintaining goodwill

This afternoon well talk about.
What your company wants and needs from its staff
Identifying and translating what you want and need
Focusing in what you do want (rather than what you
dont)
Using observations powerfully
Requesting changes in behaviour and performance
What Pushes Your Buttons?
mmmmmm..????
What are the needs which lie behind these
difficulties?
Staff not coming in on time = we open shop to
customers at 9.00, everyone has to be ready

Managers not using the sickness absence policy = the
company needs to know who is in work and where there
are patterns of absence, etc etc

Rudeness between team members = team collaboration
is crucial to getting the job done, bad feeling leads to poor
performance, sickness absence and turnover
Surely Describing These Needs
cant be that hard???
Production needs can be easier, numbers, quality
standards etc.

Customer and relationship skills are more difficult

OBSERVATIONS

NEEDS/REQUIREMENTS

FEELINGS

REQUESTS
Marshall Rosenberg Non-Violent Communication Model
Final Top Tips
1. take time to explain the really important things

2. remember that the success of communication is
dependent on the understanding of the audience

3. catch your staff doing what you want them to do and
reward them

4. know the difference between behaviours that are
infuriating and ones that sink the ship
HR Digital Media Group
Offer!