Delivering a Difficult Message to Difficult People

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Delivering a Difficult Message to Difficult
People
Sheila Greco Associates, LLC Presenters Sheila
Greco Lauri E. Catena
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Managing Expectations

• Be Realistic
• Dont Over Promise
• Communicate During the Life of the Project

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Managing ExpectationsUpfront with Limitations
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Managing ExpectationsUpfront with Limitations

• The Other 10
• Communicate
• Experience Matters
• You do not want any surprises in the end!

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Managing Expectations
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Managing ExpectationsExplain Methodology

• Development of Organizational Charts or Lists of
  Names to be Interviewed
• Gathering Data
• Primary Research

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Managing ExpectationsDeliverables

• What is expected
• Accuracy
• Timely

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Managing ExpectationsOngoing Communication

• Keep the Client Informed
• Clarity

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Managing ExpectationsFollow-Up

• Need to Understand How the Report or Study
  Achieved the Overall Objective
• Ask the Client to Fill Out a Score Card
• Stay on the Expert List. A Team!

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Servicing the Client
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Servicing the ClientThe Client is Always Right!

• You defend yourself or your company.
• Youre furious at the clients behavior, but you
  grit your teeth and concentrate on solving the
  problem.
• Before responding, you take the time to recognize
  that the client is angry at the situation, not at
  you, therefore there is no need to defend
  yourself.

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Servicing the ClientThe Client is Always Right!

• Take Notes.
• Paraphrase.
• Ask Questions.

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Servicing the ClientPositive, But Realistic
Attitude
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Types of People

• Impervious Jerks
• Empty Suits
• Lone Wolves
• Androids
• Workaholics
• Sloughers
• Gatekeepers
• Faultfinders
• Bungee Jumpers
• Perpetual Victims
• Colleague Slayers
• Productivity Rebels
• Temperamental Tyrants
• Touchy-Feelies
• Frequent Fliers
• It Takes More Than a Carrot and a Stick, by Wess
  Roberts

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Servicing the ClientMessage Finesse
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Non-Verbal Signals

• Tapping Fingers.
• Shifting Weight From One Foot to Another.
• Frowning.
• Flushed Face.
• Clenched Jaw.
• Slumped Posture.
• Avoidance of Eye Contact.
• Rapid or Abrupt Speech.
• Rise in Voice Volume.
• Rise in Voice Pitch.
• Drop in Voice Pitch.

• Jumpy Body Movement.
• Nose Scratching.
• Shrugging.
• Forehead Slapping.
• Arms Across Chest.
• Back Slapping.
• Thumb and Forefinger Circling.
• Holding the Hand Up, Palm Outwards.
• Clasping Both Hands Over Head.
• Poking You in The Ribs

Difficult People, by Roberta Cava
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Liar, Liar!!!!

• Avoiding Eye Contract.
• Blinking Rapidly.
• Twitching Swallowing Repeatedly.
• Clearing the Throat Wetting the Lips Often.
• Covering the Mouth when Speaking.
• Shrugging.
• Rubbing the Nose.
• Scratching the Head While Talking.
• Putting a Hand on the Throat.
• Rubbing the Back of the Neck.

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Difficult People, by Roberta Cava
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Servicing the ClientBad News Travels at Light
Speed!
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Servicing the ClientProfessionalism Rules

• Be sure the receiver is ready.
• Base your comments on facts, not emotions.
• Be specific.
• Give feedback as soon after the event as
  possible.
• Pick a convenient time.
• Pick a private place.
• Concentrate on what can be changed.
• Request co-operation.
• Focus on one thing at a time.
• Be helpful.
• Encourage the recipient to provide feedback in
  return.

Difficult People, by Roberta Cava
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Servicing the ClientListen Up!

• History repeats itself because no one listens
  the first time.
• -Anonymous-

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Listen Up!

• The average human has the capability to listen to
  a speaking rate of 400 to 600 words per minute.
• The average speaking rate is approximately 125
  words per minute.

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Practical Consideration

• Difficult people, hearing a difficult message
  are not being practical, they are being
  emotional.
• Is This Really a Project for Us?
• Conduct a Search.
• Conduct Ad-Hoc Reports
• Understand the Breakout of the Competition
• Research

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Legal Issues
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Legal Issues

• Limits of the Law
• Stay Ethical

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Legal IssuesStay EthicalSociety of Competitive
Intelligence Professionals (SCIP) Code of Ethics

• To continually strive to increase respect and
  recognition for profession.
• To pursue ones duties with zeal and diligence
  while maintaining the highest degree of
  professionalism and avoiding all unethical
  practices.
• To faithfully adhere to and abide by ones
  company policies, objectives, and guidelines.
• To comply with all applicable laws.
• To accurately disclose all relevant information,
  including ones identity and organization, prior
  to all interviews.
• To full respect all requests for confidentiality
  of information.
• To promote and encourage full compliance with
  these ethical standards within ones company,
  with third-party contractors, and within the
  entire profession.

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The Overall PictureDealing with Difficult
People..

• Remember
• Some people are easy to be around and some
  arent.
• Unfortunately, we cannot put difficult people in
  a specific category.

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Difficult People How it Relates to Our Job

• Manage Expectations Upfront
• Service the Client
• Think Out of the Box

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SurveyDiscussion of Dealing with Difficult
People Survey Results
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2002 SCIP Survey Results Centering Around
Dealing with Difficult PeopleDifficult People,
How to Deal with Impossible Clients, Bosses and
Employees. By Robert Cava (1990)
Dealing with People in Authority

• 1. When I need something from a busy
  professional, I feel that
• Im important too, so I should receive immediate
  attention.
• I should apologize for taking up his or her time.
• I shouldnt call until I absolutely have to.
• I should state directly what I need and ask for
  what I want.

• 2. When I need something from a business
  professional, I think he or she will
• Make me feel inferior.
• Be pleased that Im interested.
• Resent my taking up valuable time.

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2002 SCIP Survey Results Centering Around
Dealing with Difficult PeopleDifficult People,
How to Deal with Impossible Clients, Bosses and
Employees. By Robert Cava (1990)
Saying No to Others Requests

• 3. If someone wants a favor and I dont want to
  do it, I usually
• Apologize profusely and tell him or her Id
  rather not do it.
• Do it anyway.
• Tell him or her Id rather not do it.
• Make excuses about why I cant do it.
• Tell him or her I resent the request, but do it
  grudgingly.

• 4. If I refuse to do someone a favor, I think he
  or she will
• Act as though he or she doesnt mind, but
  secretly resent me.
• Hate me.
• Think I dont like him or her.
• Be angry with me.
• Understand and not mind.
• Hesitate to ask me again.

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2002 SCIP Survey Results Centering Around
Dealing with Difficult PeopleDifficult People,
How to Deal with Impossible Clients, Bosses and
Employees. By Robert Cava (1990)
Making Requests of Others

• 5. When I need someone to do something for me, I
  usually
• Apologetically explain why I need help.
• Ask directly for what I want, knowing that he or
  she has the right to refuse my request.
• Ask only if Im absolutely desperate.
• Insist on getting my way.
• Do nice things for the person, hoping he or she
  will return the favor.

• 6. When I need someone to do something for me I
  usually feel
• Afraid to ask because he or she might say no.
• That Im bothering the person or putting him or
  her on the spot.
• That Its all right to ask. The person can say
  no.
• That he or she should do what I want.

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2002 SCIP Survey Results Centering Around
Dealing with Difficult PeopleDifficult People,
How to Deal with Impossible Clients, Bosses and
Employees. By Robert Cava (1990)
Communicating

• 7. At business socials where I dont know anyone
  I usually
• Rush for food, a drink or a cigarette to make it
  look as if Im having a good time.
• Introduce myself to someone who looks
  interesting.
• Keep to myself by staying on the sidelines.
• Put a lampshade on my head or use other
  attention-getting actions.

• 8. At a social where I dont know anyone I
  usually
• Think of ways to get attention.
• Worry that I wont be able to say the right thing
  if someone talks to me.
• Look forward to meeting new people.
• Worry that no one will talk to me.
• Think that everyone seems relaxed except me.
• Feel that Im out of place, and everyone knows
  it.

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