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Dealing with Difficult People

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Dealing with Difficult People being in control when the going gets tough topics why it is difficult to deal with difficult people defence mechanisms in ourselves and ... – PowerPoint PPT presentation

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Title: Dealing with Difficult People


1
Dealing with Difficult People
  • being in control
  • when the going gets tough

2
topics
  • why it is difficult to deal with difficult people
  • defence mechanisms in ourselves and others
  • styles of difficult people and how to spot them
  • the fear factor how to handle our own emotions
  • techniques for getting your point across
  • how to feel and display confidence
  • confrontation when and how to do it
  • how to avoid arguments and win people round

3
Why is it Difficult ?
4
what is pressure?
logic
emotion
what are the triggers?
5
how people see the world
the 5 senses
values
memories
delete distort generalise
decisions
6
Logic
10
Extrovert
Introvert
0
10
10
10
Emotion
7
how we relate to people
  • Extrovert
  • Brainstorming
  • Speaking before thinking
  • Working with people and background activity
  • Easily engaged in conversation
  • Enjoys meetings
  • Thrives on debates
  • Enjoys the spotlight
  • Life and soul of the party
  • Enjoys recognition from others
  • Secretly welcomes interruptions
  • Introvert
  • Prefers time to reflect
  • Prefers working without distraction
  • Uncomfortable in spotlight
  • May be seen as reserved
  • Has the answers but doesn't always offer them
  • Enjoys own company
  • Frustrated with small talk
  • Dislikes interruption

8
how we relate to our environment
  • Logic Reason
  • Remain calm in excitable conditions
  • Seek out facts details
  • Objectivity (can argue both sides of a debate)
  • Can be perceived as cold and uncaring
  • Strong minded, unafraid of telling people when
    things go wrong
  • Remembers facts figures more easily than names
    faces
  • Emotion
  • Makes decisions based on feelings of others
  • Puts needs of others at top of the priority list
  • Dislikes conflict
  • Can be see as weak willed by others
  • Prefers harmony to being correct
  • Can be easily hurt

9
Logic
10
Driver
Analytical
Extrovert
Introvert
Amiable
Expressive
0
10
10
10
Emotion
10
characteristics
  • Bold
  • Assertive
  • Affirmative
  • Determined
  • Clear
  • Objective
  • Detached
  • Showing no bias
  • Cheerful
  • Spirited
  • Buoyant
  • Uplifting
  • Still
  • Tranquil
  • Calming
  • Soothing

11
we can be seen as
  • Aggressive
  • Controlling
  • Driving
  • Overbearing
  • Intolerant
  • Stuffy
  • Indecisive
  • Suspicious
  • Cold
  • Reserved
  • Excitable
  • Frantic
  • Indiscreet
  • Hasty
  • Flamboyant
  • Docile
  • Bland
  • Plodding
  • Reliant
  • Stubborn

12
personality dress code
  • Power dressing
  • Suits
  • Well pressed
  • To impress
  • Designer
  • Conservative
  • Dark suits
  • 3 piece
  • Traditional
  • Statement
  • Trendy
  • Louder
  • Brighter colours
  • Different
  • Relaxed
  • Jumpers
  • Tweed
  • Casual
  • Earth colours

13
the environment we create
  • Look tidy
  • Impressions
  • Power desk
  • Certificates
  • Equipment
  • Famous photos
  • Very tidy
  • Spreadsheets
  • Gant Charts
  • Technical photos
  • No clutter
  • Disorganised
  • Art
  • Gizmos
  • Friends / family
  • Inspiring quotes
  • Plants
  • Sofas
  • Charity info
  • Coffee machine
  • Organised chaos

14
dealing with Blues-Analytical
  • Be punctual
  • Plenty of facts and figures
  • Lots of data and research
  • Product information
  • Statistics
  • Leave information with them
  • Confirm bookings in writing
  • Know your competition
  • No social chit chat
  • Good customer care
  • Find out about their business
  • No gimmicks

15
dealing with Reds-Driver
  • Prepare well
  • Direct questions
  • Be punctual
  • Plenty of product knowledge
  • Examples
  • Be professional
  • No social chit chat
  • Not too many facts and figures
  • May it easy for them by offering service
  • Give whats in it for them

16
dealing with Greens-Amiable
  • No jargon
  • No pressure, empathise
  • Be on time
  • No direct questions
  • More casual approach
  • Testimonials
  • Not too much data
  • Seek out opinions
  • Be friendly and sincere
  • Listen
  • Give them time

17
dealing with Yellows-Expressive
  • Enthusiasm
  • Visuals
  • Be creative
  • Seek out their opinions
  • Give them more than one option
  • Friendly
  • Plenty of social chit chat
  • Let them talk
  • Use humour
  • Not too many facts and figures

18
Dealing with Difficult People
  • www.goodfoot.co.uk/downloads/heathdifficult.aspx
  • Thank You
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