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Understand why some people are 'difficult' and learn a simple technique to handle them effectively. This short presentation gives a flavour of a bite-size training session that is available at http://www.power-hour.co.uk
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Magic Minutes
Magic Minutes – Handle Difficult People
Magic Minutes
Magic Minutes 2012
Are ‘Difficult’ People just ‘Different?• Some people are very sociable, others value time alone• Some people need detail before they make a decision,
whereas others like to work on ‘gut instinct’• Some people are relationship focussed whilst others are task
driven• Some people love new experiences and change, whilst others
value routine.Often, the people that we find difficult to understand or identify with, because they are quite different from us in terms of the way they think and behave
Magic Minutes
Magic Minutes 2012
What’s Driving the Behaviour?
•We don’t all react the same way to things because we are all different under the surface• Try to identify what is
driving the behaviour, and respond to THAT.
Magic Minutes
Magic Minutes 2012
Natural Responses to ‘Difficult’ Behaviour
Summarised from the work on Transactional Analysis by Eric Berne
Magic Minutes
Magic Minutes 2012
Taking Control of Transactions
Psychologically, the easiest transactions between two people are complementary transactions, but they are not always appropriate. Just because someone speaks to you as a ‘critical’ parent, doesn’t mean a ‘dutiful’ child is the BEST response…just the easiest.
Magic Minutes
Magic Minutes 2012
Taking Control of Transactions
If you resist the natural tendency to respond in a complimentary way, you can cause a ‘crossed’ transaction (by responding FROM the ‘adult’ and appealing TO the ‘adult). It is hard to maintain a crossed transaction, so eventually, you will find yourself in a complimentary transaction (adult to adult)
Magic Minutes
Magic Minutes 2012
1. Remember that ‘difficult’ is often just ‘different’.
2. Try not to judge people’s actions based on your personal values, belief and morals.
3. Think about what might be driving the ‘difficult’ behaviour and respond to that. Sometimes people attack as a form of defence.
4. Don’t respond in a way that will encourage the difficulty to persist.
5. Respond in a calm, objective, ‘adult’ way as much as possible until the other person does the same.
Magic Minutes
Magic Minutes 2012
Want More?Visit our Website http://www.power-hour.co.uk/trainingshop/prod_1489618-Handle-Difficult-People-.html to learn more AND for materials for a bite-size training session including a FREE key points sheet.
