Nothing is Always  Dig for specifics  Identify true concern  Point out where not true Control Freak  Get into everyone’s business  Undermine and insult abilities  Lack confidence & trust  Insufferable – render subordinates ineffective Reduce Controllers  Build trust  Take small steps toward more authority  Keep focused on solution  Speak from your own view-point  Don’t let yourself be verbally abused Super-Agreeables  Very personable  Don’t act the way they say they will  Supportive but don’t deliver Dealing with Super-Agreeable  Show them you like them  Prevent unrealistic commitments  Make honesty non-threatening  Point out inconsistencies in behavior  Work for a mutual benefit  Listen carefully to jokes It’s Not Up To Me  Always point to higher authority  Invokes other powers Let’s Ask the Authority  Tell them you will both speak to the higher authority Helpful Hints  Don’t escalate  Focus on what a person is trying to say  Avoid being purposefully hurtful  Model behavior you want  Focus on solutions  Maintain eye contact More Helpful Hints  Blame the process, not the person  Be specific  Avoid always and never  Avoid name calling  Encourage listening  Confront in private – praise in public  Use your communication skills! Resources  14 Workplace Personalities and How to Handle Them – iVillage  Online Newsletter, Dealing with Difficult People, March 1999, http://www.itstime.com/print/mar99p.htm  Techniques for Dealing with Difficult People, Ag Decision Maker, John Baker, Iowa State University, Iowa Extension, October 1999  Dealing with Difficult People, http://www.bethanyhome.org/dealing_with_difficult_people.htm  Dealing with Difficult People/Situations: Role of the Extension Committee Member, University of Minnesota Extension Service  Dealing with Difficult Members, University of Wisconsin-Eau Claire, http://www.uwec.edu/DC/AP/complexthoughts/Dealing_w_Difficult_ Mbrs.html  Games People Play, Presentation to BVHRMA, May 1, 2003, Jan Pfannstiel, SPHR  Welch, Ben D., Phd, Interpersonal Relations Skills, Presentation at TAMU and Dealing with Difficult People, presentation June 19, 1998 . http://www.bethanyhome.org /dealing_ with_ difficult_ people. htm  Dealing with Difficult People/ Situations: Role of the Extension Committee Member, University of Minnesota Extension Service  Dealing with Difficult. http://www.itstime.com/print/mar99p.htm  Techniques for Dealing with Difficult People, Ag Decision Maker, John Baker, Iowa State University, Iowa Extension, October 1999  Dealing with Difficult People, . act the way they say they will  Supportive but don’t deliver Dealing with Super-Agreeable  Show them you like them  Prevent unrealistic commitments  Make honesty non-threatening 