GEN2-00420

DEALING WITH DIFFICULT PEOPLE

GEN2-00420

A leading global CRO

Map Your Style

A B
a. more animated ___ or more passive ___
b. more “take charge” ___ or more “go along” ___
c. more assertive ___ or more hesitant ___
d. more demanding ___ or more accepting ___
e. more demonstrative ___ or more thoughtful ___
f. more confronting ___ or more supportive ___
g
g. more talkative ___ or more quiet ___
h. more bold ___ or more timid ___
i. more intense ___ or more subdued ___
j. more direct ___ or more indirect ___

Total in Column A ___ (do not total Column B)

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Where do you fit in???

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GEN2-00420

Get it Done (Director)

When Dealing with When Dealing with

Directors Don’t: Directors Do:
• Be on the Fence • Support Goals
• Spend Too Much Time on • Get to the Point
One Issue • Act Businesslike
• Be Unprepared • Be Task Oriented
• Lack Focus

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Get Appreciated (Socializer)

When Dealing with When Dealing with

Socializers Socializers
Don’t: Do:
– Rigid Thinking
–Use Flexibilityy
– Lack
L k off Challenge
Ch ll
–Enthusiasm
– Use Too Many
Details –Let them talk
– Follow the Rules –Use Demonstrations
Blindly

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Get Along (Relator)

When Dealing with When Dealing with

Relators Don’t: Relators Do:
• Force a Decision • Be Casual and Sincere
• g
Ignore Feelings
g • Listen
• Be Intense • Make Honesty Safe
• Be Formal • Set Goals

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GEN2-00420

Get it Right (Thinker)

When Dealing with When Dealing with

Thinkers Don’t: Thinkers Do:
• Lack Attention to Details • Know Your Stuff- Be
• Be Inconsistent Competent
• B Di
Be Disorganized
i d • Make an Appointment
• Be Emotional
• Use Facts, Logic &
Structure
• Go Step by Step

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Event + Response = Outcome

You have 4 choices when dealing with (difficult) people:

1) Stay and do nothing
2) Leave
3) Change your attitude
4)) Change
C a ge you
your (not
( ot their!)
t e ) behavior
be a o

“Do the thing you fear, and the death of fear is certain.”
-unknown

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Assertive Communication

The basic assertive message is:

This is what I think.
This is what I feel.
This is how I see the situation.

Advantages of assertive behavior:

• Equalizes the balance of power
• Establishes honest relationships with others
• Makes messages more clear and have more impact
• Helps to set boundaries

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GEN2-00420

Effective Communication

1. Have a direction (Begin with an end in mind)

2. Pay Attention to the pattern of communication
3. Be flexible
4. Commit to a solution (You need commitment when
dealing with a difficult person)

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Goals for Better Communication

1. Listen to understand when the person is talking

2. Reach a deeper understanding when discussions
degenerate into conflict
3. Speak to be understood when you communicate
with the person
4. Project and expect the best when people are at
their worst

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