managing difficult people by derek hendrikz

Dealing with Difficult People

derek hendrikz

www.derekhendrikz.com

Copyright © 2014

Derek Hendrikz Consulting

www.derekhendrikz.com

Rules of handling difficult people

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Most important - NEVER LOSE YOUR COOL. You can choose

how to react.www.derekhendrikz.com

Angry people have a need that isn’t being met.www.derekhendrikz.com

First deal with the person’s feelings - empathy “I don’t blame

you for being upset”. Listen carefully, maintain eye contact,

nodding your head, ask questions to clarify, and give feedback.www.derekhendrikz.com

Then deal with their problem. Find out what they want from you. “I see

we have a problem here. What would you like me to do to help you?”

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What to do when you can’t meet their needs?? - Offer alternatives

- What can you do that comes closest to the need. They must

choose alternative - put them in the “driver seat”!www.derekhendrikz.com

Personal finishing touch - “Let me know if you have any

other problems” www.derekhendrikz.com

You may not be able to satisfy people fully, but you can try to

negotiate with them so there’s no winner or loser.www.derekhendrikz.com

If you made the mistake admit it and apologise…

And then fix it!! www.derekhendrikz.com

Remember…

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A difficult person is a person whose behaviour is creating problems for you and other people.

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To handle difficult people means handling difficult behaviour.

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We can control difficult people through our behaviour.

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Seven Steps to handling difficult people:

Phase 1: (work with emotion)1. Step 1: Show empathy2. Step 2: Listen and understand

Phase 2: (work with content)3. Step 3: Uncover expectations4. Step 4: Repeat specifics5. Step 5: Outline solutions and alternatives6. Step 6: Take action7. Step 7: Double check for satisfaction

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When working

with unhappy and

frustrated people,

you must firstly

address their

emotions before

you can address

the actual

problem!www.derekhendrikz.com