Dealing with Difficult People

Transcription

1 Dealing with Difficult People Presented By Dr. Liz Stewart December 17, 2011 COPYRIGHT 2011 BY LIZ STEWART, STEWART AND ASSOCIATES, INC. REPRODUCTION OF THIS MATERIAL IS PROHIBITED WITHOUT EXPRESS WRITTEN CONSENT. Stewart and Associates, Inc. Management and Training Consultants 118 Park Avenue SW, Suite 700 Aiken, SC (803)

2 Who is a Difficult Person? Dealing with Difficult People A difficult person is one whose actions are prompted by difficult situations. Difficult Situations Customers Fear Stress Cost concerns Lack of choices Need for empathy High expectations Difficult Situations Employees Dissatisfaction Attitude Personality clashes Power struggles Lack of trust/respect Fear Poor communication Definition of Conflict Conflict is simply differences working against one another. 4 Myths about Conflict 1. People don t understand 2. Breakdowns in communication 3. Cal always be solved 4. Are abnormal and negative Health Care Service Obstacles Patients vs. customers Employees vs. customers Operational infrastructure Fuzzy staff lines Little service training Copyright 2011 Stewart and Associates, Inc.

3 Constructive Conflict Resolution 1. Diagnose 2. Plan 3. Act 4. Evaluate 3 Strategies to Deal with the Difficult 1. Communication 2. Assertiveness 3. Diffusing anger Listening Process 1. Sensing 2. Interpretation 3. Evaluation 4. Response Importance of Communication in Image-Building Posture Gestures Facial expressions Word choices Assertive Behaviors 1. Aggressive 2. Assertive 3. Submissive Process of Overcoming Anger 1. Overcome fear 2. Speak objectively 3. Ask for discussion 4. State your perceptions 5. Ask for input 6. Refuse emotionalism 7. Develop a plan 8. Obtain commitment 9. Follow-up Copyright 2011 Stewart and Associates, Inc.

4 Critters We Deal With 1. Shark 2. Turtle 3. Teddy Bear 4. Fox 5. Owl 3 Diffusing Strategies 1. Referral 2. Postponement 3. Fogging Copyright 2011 Stewart and Associates, Inc.

5 Dr. LIZ STEWART Liz Stewart founded Stewart and Associates, Inc. in 1985 to provide consulting services to help organizations function more effectively. Her specialties are in the areas of strategic planning, human resource management systems, management and leadership development training and executive coaching. She does extensive work with nonprofit boards. Her education credentials include undergraduate degrees in French, Spanish and Education, a Master s degree in Psychology and a Ph.D. in Economics as well as a law degree. During fifteen years with XEROX, she served as a sales representative, sales manager and Regional Vice President of Organizational Development and Strategic Planning Services. She has been responsible for achieving production and revenue goals as well as training, supervising and motivating others. She has expertise in change management and leadership skills and is the author of BACK TO THE BASICS IN STRATEGIC PLANNING and a current book entitled Leading the Disciplined Organization. She is currently working on her next book about the survival lessons learned during her three battles with cancer. Ms. Stewart is the current Past Chair for the Board of Directors of the Aiken Chamber of Commerce. She is a past Chair of the Board of Directors of Hitchcock Health Care and a past Chair of the Board of Directors for SafeHomes of Augusta. Ms. Stewart is a Past President of the Aiken Rotary Club and a multiple Paul Harris Fellow. She has served as a member of the Board of Directors of the United Way of the CSRA as well as on the Board of Directors of the Aiken Downtown Development Association. She was the Vice Chair of Celebrate Aiken, a committee to support a year-long celebration of Aiken s 175 th birthday. She is the 2011 Campaign Chair for the United Way of Aiken County and a member of American Association of University Women. She serves on the board of the Savannah River Cancer Foundation and also the SCANA Advisory Board. Ms. Stewart is a member of the Public Education Partners board (PEP) and the Margaret J. Weston Community Health Centers Board of Directors. She was awarded the distinction of being the 2007 Chamber of Commerce Woman of the Year. Ms. Stewart serves as a member of the City of Aiken Planning Commission.

6 Stewart and Associates, Inc. Stewart and Associates, Inc. is a group of consultants and trainers with specific skills in: Consulting Services Customized employee, customer, and patient satisfaction surveys Customized 360 Assessment Executive coaching Strategic planning Leadership team assessment and coaching Succession planning Organizational alignment Succession planning HR policy manuals Sales and customer service processes Training Services Customized management programs Customized leadership development programs Diversity awareness Generational Diversity programs Customer service Sales and sales management Training internal trainers Human Resource Department audits Presentation skills Retreat and conference speaking Board training, selection and retreats In addition, our consultants combine years of practical, realistic experience in a variety of industries with a sincere commitment to support our client companies. The service resulting from this combination of mission and skills is what we consider to be our product. Stewart and Associates, Inc. provides customized, quality services that are cost-effective. We do this by: Careful evaluation of a client s needs Definition of desired outcomes Assignment of appropriate personnel Commitment to partner with our clients to provide the desired results Contact Liz Stewart to discuss your needs: 118 Park Avenue SW, Suite 700 Aiken, SC Voice info@stewartandassociates.com Cell