Dealing with Difficult People National Institutes of 处理困难的人国家机构.pptVIP

DDM Seminar Series Sandra Crowe, MA, PCC 301.770.7104 sc@ Dealing with Difficult People: Common Problems and Uncommon Solutions ?2009 Pivotal Point Training Consulting Inc. * Objectives Uncover awareness for your difficult triggers Understand why people are difficult Create practical solutions for dealing with difficult people and situations Support one another with present challenges ?2009 Pivotal Point Training Consulting Inc. * Creating Awareness Awareness of yourself and others is 95% of the cure: Ask yourself:Who/what triggers you? How do I act and how do I feel around the difficult person? Do you become difficult? Ask again: How would I like to act and feel around this person? Visualize and imprint this. ?2009 Pivotal Point Training Consulting Inc. * Definition of Difficult Someone who impedes action ?2009 Pivotal Point Training Consulting Inc. * Origins of Difficultness Studies at the University of Tennessee found that anger derives from two origins: Inability to take action (powerlessness and frustration) Presence of an “ism”(unfairness or betrayal by the system) ?2009 Pivotal Point Training Consulting Inc. * Expression (usually inappropriate) Anger A Women’s Anger Research Project discovered two ways we deal: Suppression (directed internally and dangerous) ?2009 Pivotal Point Training Consulting Inc. * Three aspects of communication Present In all Conversations: *B________ *L_____ *E____ ?2009 Pivotal Point Training Consulting Inc. * So the question becomes — “How do we deal with the anger and frustration ignited by our interactions with difficult people in a healthier and more productive way?” ?2009 Pivotal Point Training Consulting Inc. * Principle No. 1: For Every Action… Conflicts(and the difficult people in them) are places where the conversation(and therefore future action) gets stuck. A major reason for this is in based on Newtonian theory. For every action… ?2009 Pivotal Point Training Consulting Inc. * Principle No. 2: Str