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    Communicating Effectively: DR Roula Alio

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    باسل ديوب
    This document discusses strategies for dealing with difficult people in the workplace. It identifies several types of difficult personalities, including experts who have low tolerance for correction, balloons who attempt to fool others, passive people who avoid taking stands, bullies who intimidate others, people-pleasers who overcommit, nitpickers who find fault in everything, and hostile people who complain and refuse responsibility. For each type, it provides recommendations such as listening without interrupting, asking open-ended questions, focusing on problem-solving, establishing boundaries, exploring alternatives, keeping emotions in check, and focusing on similarities rather than differences. The overall message is that how we respond to difficult situations matters more than the situations themselves.

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    Communicating Effectively: DR Roula Alio

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    باسل ديوب
    18 views23 pages
    This document discusses strategies for dealing with difficult people in the workplace. It identifies several types of difficult personalities, including experts who have low tolerance for correction, balloons who attempt to fool others, passive people who avoid taking stands, bullies who intimidate others, people-pleasers who overcommit, nitpickers who find fault in everything, and hostile people who complain and refuse responsibility. For each type, it provides recommendations such as listening without interrupting, asking open-ended questions, focusing on problem-solving, establishing boundaries, exploring alternatives, keeping emotions in check, and focusing on similarities rather than differences. The overall message is that how we respond to difficult situations matters more than the situations themselves.

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    17-5-2012

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    This document discusses strategies for dealing with difficult people in the workplace. It identifies several types of difficult personalities, including experts who have low tolerance for correction, balloons who attempt to fool others, passive people who avoid taking stands, bullies who intimidate others, people-pleasers who overcommit, nitpickers who find fault in everything, and hostile people who complain and refuse responsibility. For each type, it provides recommendations such as listening without interrupting, asking open-ended questions, focusing on problem-solving, establishing boundaries, exploring alternatives, keeping emotions in check, and focusing on similarities rather than differences. The overall message is that how we respond to difficult situations matters more than the situations themselves.

    Copyright:

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    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    18 views23 pages

    Communicating Effectively: DR Roula Alio

    Uploaded by

    باسل ديوب
    This document discusses strategies for dealing with difficult people in the workplace. It identifies several types of difficult personalities, including experts who have low tolerance for correction, balloons who attempt to fool others, passive people who avoid taking stands, bullies who intimidate others, people-pleasers who overcommit, nitpickers who find fault in everything, and hostile people who complain and refuse responsibility. For each type, it provides recommendations such as listening without interrupting, asking open-ended questions, focusing on problem-solving, establishing boundaries, exploring alternatives, keeping emotions in check, and focusing on similarities rather than differences. The overall message is that how we respond to difficult situations matters more than the situations themselves.

    Copyright:

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    of 23

    Communicating effectively

    Dr Roula Alio

    PhD Contemporary Leadership Typologies

    Kings College London 2008


    MSC Health Service Management Imperial College London 2002 RCN , UK

    EANS Netherlands
    EBPR Network, London

    IJNS UK

    Dr Roula Alio

    Dealing with Difficult people -2-

    Dealing with Difficult people -3-

    Behavior Has a Purpose


    Get Get Get Get

    the job done. the job done right. along with people. appreciation from people.

    Dealing with Difficult people -4-

    People Focus

    Assertive

    Normal Zone

    Cooperative

    Task Focus

    Dealing with Difficult people -5-

    Dealing with Difficult people -6-

    1. The experts/
    o o o

    Low tolerance for correction Value facts Aura of personal authority & certainty

    Dealing with Difficult people -7-

    2. The Balloon
    Attempt

    to fool some or all of the people most of the time

    Dealing with Difficult people -8-

    Seek alternative views Do your homework Listen

    Paraphrase not interrupt


    Dealing with Difficult people -9-

    They never offer ideas or let you know where they stand.

    Dealing with Difficult people -10-

    Ask open ended questions


    Be patient & friendly Listen

    Provide support
    Dealing with Difficult people -11-

    They bully & intimidate


    Demanding & brutally critical They value high levels of self confidence & aggressiveness
    Dealing with Difficult people -12-

    o Breathe! o Interrupt

    politely slightly

    o Backtrack

    Dealing with Difficult people -13-

    The people-pleaser
    They agree to any commitment, yet rarely deliver

    Dealing with Difficult people -14-

    Dont allow them to take on more than they can handle. Ask for feedback on things that may interfere with maintaining a good working relationship.

    Dealing with Difficult people -15-

    Able to defeat big ideas with a single word Be patient, optimistic Be specific

    Dealing with Difficult people -16-

    They prefer complaining avoid taking responsibility find fault with everything use an accusatory tone

    Dealing with Difficult people -17-

    Insist on a problem solving approach Listen Be prepared to interrupt Be specific Dont agree

    Dealing with Difficult people -18-

    People Focus

    Get Appreciated

    Get Along

    Normal Zone
    Get It Done Get It Right

    Task Focus
    Dealing with Difficult people -19-

    Stay in the adult mode

    Explore alternatives
    Establish boundaries for yourself Dont take things personally Use I instead of You Keep your cool

    Focus on similarities
    Dealing with Difficult people -20-

    Life is 10% what happens to me and 90% how I respond to it!


    Dealing with Difficult people -21-

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