Transcript Get It Done
Dealing with Difficult People Communication Skills Choices When Dealing with People • • • • Stay and do nothing Leave Change your attitude Change your behavior Communication Skills Principles of Effective Communication • Have a direction • Pay attention to the pattern of the communication • Be flexible • Commit to a solution Influence Others and Maximize Results The Platinum Rule “Do unto others as they want to be done unto.” Identify Your Communication Style and Understand Others Task Focused Get It Right Get It Done Passive Aggressive Get Along Get Appreciated People Focused Table Activity Identify Your Communication Type • • Identify 2 strengths of that style Identify 2 weaknesses of that style Be prepared to report out in 10 min “Get It Done” Behavior Characteristics • Focus on tasks • Intend to “get it done” • Focused, direct, blunt • Communicate directly & to the point “Get It Done” Strengths • Decisive • Get Things Done • Confident “Get It Done” Weaknesses • Intimidate • Alienate people • Use force instead of cooperation “Get It Done” When under pressure, “Get It Done” people tend to • Raise their voice • Bully & take pot shots at others • Behave arrogantly “Get It Done” Don'ts • • • • Spend too much time on one issue Come in unprepared Sit “on the fence” (“No” is acceptable) Show a lack of focus “Get It Done” Do’s • • • • Get to the point Businesslike approach Be task-oriented Understand and support their goals Dealing with EXTREME “Get It Done” Behavior TANKS Dealing with Extreme “Get It Done” Behavior Best Ways to Communicate Stand your ground: Hold your position • Tanks don’t stop for those they don’t respect • Might need to state “Excuse me I haven’t finished” to interrupt the interruptions • Be calm until tirade runs down Focus on the bottom line – look at the underlying problem Offer peace with honor Dealing with Extreme “Get It Done” Behavior KNOW-IT-ALLS Dealing with Extreme “Get It Done” Behavior Best Ways to Communicate • Know your stuff – be prepared if possible • Need to open your mind to new ideas with them • Backtrack with respect • Present alternative viewpoints indirectly – plant seeds since you can’t tell them what to do • Direct the “Know-It-All” into a mentoring opportunity “Get It Right” Behavior Characteristics • Focus on tasks • Intend to “get it right” • Pay attention to details, think systematically • Need to be correct • Communicate indirectly and detailed “Get It Right” Strengths • • • • Accurate Fact finder Precise Organized “Get It Right” Weaknesses • • • • Stubborn Boring Unimaginative Change Stifler “Get It Right” When Under Pressure (i.e. when not feeling like they are getting it right) “Get It Right” people tend to • Become silent • Flee or withdraw • Exhibit negative behavior “Get It Right” Don’ts Do’s • Show lack of attention to detail • Be inconsistent • Be disorganized • Be overly emotional • Know your stuff • Schedule time – make an appointment • Use facts, logic, structure • Proceed step-by-step Dealing with Extreme “Get It Right” Behavior NO PEOPLE Dealing with Extreme “Get It Right” Behavior Best Ways to Communicate • • Let them voice concerns and use them as a resource Clarify to reduce generalizations Dealing with Extreme “Get It Right” Behavior COMPLAINERS Dealing with Extreme “Get It Right” Behavior Best Ways to Communicate • • • • Listen carefully to their areas for concern Direct efforts toward a solution Move them into the “problem-solving” mode step-by-step Provide information that answers “who, what, where, why and how” “Get Appreciated” Behavior Characteristics • Focus on people • Intend to “get appreciated” • Display creativity, warmth, charisma, and energy • Communicate directly and elaborately “Get Appreciated” Strengths • • • • People-oriented Persuasive Verbal skills Optimistic Weaknesses • • • • Egotistical Lack follow through Flakey Disorganized “Get Appreciated” When “Under Pressure” • Talk more loudly and quickly • Throw tantrums • Exaggerate “Get Appreciated” Don’ts • • • • Be rigid in thinking (these are free spirits!) Show a lack of challenge Give too many details Follow the rules blindly “Get Appreciated” Do’s • • • • Allow flexibility Be enthusiastic Let them talk Use demonstrations (visual people) Dealing with Extreme “Get Appreciated” Behavior THINK THEY KNOW-IT-ALL PEOPLE Dealing with Extreme “Get Appreciated” Behavior Best Ways to Communicate • • • • • Ask for specifics Tell it like it is Give credit when due Give them an out Use third-party documentation “Get Along” Behavior Characteristics • Focus on people • Intend to “get along” • Behave in an agreeable, personable, friendly, caring and helpful manner • Need to be liked • Communicate indirectly and considerately “Get Along” Strengths Weaknesses • • • • • • • • Likeable Loyal Team Player Patient Indecisive Waste Time Overly Emotional Illogical Decisions “Get Along” When “Under Pressure” • Submit • Accommodate • Exhibit passive-aggressive behavior “Get Along” Don’ts • • • • • Ignore feelings Force a decision Be too intense or formal Threaten Fail to recognize the “people” aspect “Get Along” Do’s • • • • • Be casual and sincere Slow down and listen Make honesty safe Set goals Build it up – strengthen the relationship Dealing with Extreme “Get Along” Behavior “YES” PEOPLE Dealing with Extreme “Get Along” Behavior Best Ways to Communicate • Encourage honesty – Make honesty safe • Assist in making realistic commitments • Ensure commitments – may need a little micro-managing • Strengthen the relationship – need people/people time Dealing with Difficult Behavior Activity Volunteer – 1 per table Your team is in charge of planning the next Annual State Meeting 10 min to plan the “ideal” day