Managing difficult people improving the working environment

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Managing difficult people - improving the working
environment

• Pamela F Bell
• Musgrave Park Hospital
• Belfast
• September 2005

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(No Transcript)
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Why are some people so difficult?

• What do we mean by difficult?
• a clash of personality types?
• Different personality types communicate their
  feelings and wishes in different ways
• People who are inflexible and locked in their own
  style are experienced as difficult

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Personality

• Carl Jungs four personality types
• Go-getter
• Carer
• Analytical
• Socialising

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Myers-Briggs Type Indicator

• E extrovert / introvert I
• N intuitive / sensing S
• T thinking / feeling F
• J judging / perceiving P

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How can we improve the working environment?

• Develop skills to cope with difficult people
• Practise active listening
• Give feedback expertly
• Hone your negotiating skills
• Seek support

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What skills do you need to cope with difficult
people?

• First know yourself
• How does your emotional intelligence affect the
  way in which you view others?

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What skills do you need to cope with difficult
people?

• First know yourself
• How does your personality type alter your
  behaviour with respect to others?

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What skills do you need to cope with difficult
people?

• First know yourself
• How does your behaviour alter when stressed?

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Active listening

• Spend more time listening than talking
• Explore the issues
• clarify your understanding of the others
  perspective
• do not assume that your own feelings accurately
  reflect the emotions of others

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Giving Feedback

• Focus on description not on judgement
• Focus on sharing ideas/information rather than
  giving advice
• Focus on the needs of the receiver not on those
  of the giver
• Focus on behaviour that the receiver can do
  something about
• Focus on what is said rather than why it is said
• Check that the information is clear/accurate

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Hone your negotiating skills

• Plan
• Ask questions
• Test your understanding
• Summarise
• Avoid defend/attack spirals
• Avoid argument dilution
• Comment on feelings

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Thomas Kilmann Conflict Mode Instrument
ACCOMMODATING
COLLABORATING
high
COMPROMISING
Co-operation
AVOIDING
COMPETING
low
Assertiveness
assertive
unassertive
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Reading

• Resolving Conflict, S and M McConnon
• Communication Skills for Effective Management, O
  Hargie, D Dickson, D Tourish
• The 7 Habits of Highly Effective People, S Covey
• The Art of War, Sun Tze
• Inspiring Leadership, J Adair
• Towards Emotional Literacy, S Orbach