1 [email protected] ‘Effectively Dealing with Difficult People’ Panel Discussion – Canadian Legal Conference August

1 [email protected] www.hickmanconsultingservices.com

‘Effectively Dealing with Difficult People’Panel Discussion – Canadian Legal Conference

August 15, 2014 10:45 – noonSheraton Hotel, NL


Kathy Brings Another Perspective


Very Experienced in Dealing with Difficult People

[email protected] www.hickmanconsultingservices.com

How are you showing up today? Most days?


PRESS RESET:

3 DEEP BREATHS

TIME FOR YOU_______

YOUR REFLECTING

YOUR LEARNING

YOUR IMPROVING

Participate with Intention to ‘Deal Better with Difficult People’

Why are you in this session?


Dealing Effectively with Difficult People at Work in 2014

An Overview and Learning Outcomes


Your Paradigm Matters ....


Who do you see as difficult at work?


Difficult People at Work - Your Paradigm

How do you deal

with him/her now?

How do you deal

with him/her now?

Who is difficult at

your work? What is difficult about

him/her?

Who is difficult at

your work? What is difficult about

him/her?

How do you feel about this person?

What are you saying about

him/her?

How do you feel about this person?

What are you saying about

him/her?

Pair/Share


Difficult People at Work - Your Paradigm

Are you ready to do

something different?

Are you ready to do

something different?

Is what you are doing working?

Is what you are doing working?

Difficult or Different?Difficult or Different?

[email protected] www.hickmanconsultingservices.com11


Two Key Causes of Conflict at Work

Table Share


Conflict: Cultural Diversity

Example #1: High Context vs. Low Context Cultures Infer most information from context

• Convey little information explicitly

• Prefer indirectness, politeness, ambiguity

• Consider oral agreements more binding than written ones

• Rely heavily on nonverbal signs

Japanese

Arabic

Latin American



Example #1: Low Context Culture

• Context is of low importance

• Information is explicitly conveyed

• Value directness: may see indirectness as dishonest or manipulative

• Value written word more than oral statements

North American

Scandinavian

German



Example #2: Different views of time can create challenges

• Monochromatic cultures focus on clock time being “on time” is a sign of dependability and respect

• Polychromatic cultures focus on relationships less time conscience (take a leisurely approach to time)



Example #3: Cultures attach meaning differently to:

• Body Language: open or closed, eye contact, gestures, smiles

• Conversational Style: opening, pausing, interrupting, finishing each others’ sentences, closing

• Silence and Voice Qualities: stress, volume, pitch, tone

• Other Non-Verbal Symbols: color, clothing, age, height


Conflict: Generational DiversityThink of your Workplace...

1. The Seniors (68-85 yrs)

2. Baby Boomers (50-67 yrs)

3. Generation X (35 – 49 yrs)

4. Generation Y, Echo Boomers, Millenials (19 – 34 yrs)

5. Generation Z (< 18 yrs)

How and why the Four Generation differ (5 mins) Which generation or cohort do you find difficult?

https://www.youtube.com/watch?v=QBVEMQsNbBY


Conflict: Generational DiversityWhy does conflict at work arise?


Generation Y and Boomers

60 minutes Generation Y - The Millenniums (3mins)

https://www.youtube.com/watch?feature=player_detailpage&v=owwM6FpWWoQ - (same as above)

Relates to your workplace - How?

Relates to you – How?


1. Be Proactive vs. Reactive

“If you can predict conflict,

you can minimize and maybe avoid it”

- Expect it - Plan for it

e.g. School musical

2. Act with Courage and Consideration

- First sign of smoke, Act

e.g. New staff placed

Five Strategies for Dealing Effectively with Difficult Clients and Colleagues


3. Welcome the Tyrant (p.110)

- Be curious and concerned

- Learn about yourself

4. Keep your Seat (p.213)

- Learn from Japanese samurai lords

Source: Awake at Work, Michael Carroll

Strategies for Dealing Effectively with Difficult Clients and Colleagues


5. “Keep learning, Expand your skill set, Do not take it personally, and Let it go”.

Different ................ Difficult ............... Mentally Ill

Source: Susan Scott & Kathy

Strategies for Dealing Effectively with Difficult Clients and Colleagues


.

Learning Stop Light, Summary and Wrap Up

………………

Learning Stoplight

•See handout for resources

•What has struck you?

• What new idea or strategy will you adopt to improve how you deal with difficult people?

Documents

1 [email protected] ‘Effectively Dealing with Difficult People’ Panel Discussion – Canadian Legal Conference August