managing difficult people by derek hendrikz

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Dealing with Difficu lt People derek hendrikz www.derekhendrikz .com

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Working with Difficult People by Derek Hendrikz covers emotion, anger management, angry customers, behaviour, emotional intelligence, communication. www.derekhendrikz.com

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Page 1: Managing Difficult People by Derek Hendrikz

Dealing with Difficult People

derek hendrikz

www.derekhendrikz.com

Page 2: Managing Difficult People by Derek Hendrikz

Copyright © 2014

Derek Hendrikz Consulting

www.derekhendrikz.com

Page 3: Managing Difficult People by Derek Hendrikz

Rules of handling difficult people

www.derekhendrikz.com

Page 4: Managing Difficult People by Derek Hendrikz

Most important - NEVER LOSE YOUR COOL. You can choose

how to react.www.derekhendrikz.com

Page 5: Managing Difficult People by Derek Hendrikz

Angry people have a need that isn’t being met.www.derekhendrikz.com

Page 6: Managing Difficult People by Derek Hendrikz

First deal with the person’s feelings - empathy “I don’t blame

you for being upset”. Listen carefully, maintain eye contact,

nodding your head, ask questions to clarify, and give feedback.www.derekhendrikz.com

Page 7: Managing Difficult People by Derek Hendrikz

Then deal with their problem. Find out what they want from you. “I see

we have a problem here. What would you like me to do to help you?”

www.derekhendrikz.com

Page 8: Managing Difficult People by Derek Hendrikz

What to do when you can’t meet their needs?? - Offer alternatives

- What can you do that comes closest to the need. They must

choose alternative - put them in the “driver seat”!www.derekhendrikz.com

Page 9: Managing Difficult People by Derek Hendrikz

Personal finishing touch - “Let me know if you have any

other problems” www.derekhendrikz.com

Page 10: Managing Difficult People by Derek Hendrikz

You may not be able to satisfy people fully, but you can try to

negotiate with them so there’s no winner or loser.www.derekhendrikz.com

Page 11: Managing Difficult People by Derek Hendrikz

If you made the mistake admit it and apologise…

And then fix it!! www.derekhendrikz.com

Page 13: Managing Difficult People by Derek Hendrikz

A difficult person is a person whose behaviour is creating problems for you and other people.

www.derekhendrikz.com

Page 14: Managing Difficult People by Derek Hendrikz

To handle difficult people means handling difficult behaviour.

www.derekhendrikz.com

Page 15: Managing Difficult People by Derek Hendrikz

We can control difficult people through our behaviour.

www.derekhendrikz.com

Page 16: Managing Difficult People by Derek Hendrikz

Seven Steps to handling difficult people:

Phase 1: (work with emotion)1. Step 1: Show empathy2. Step 2: Listen and understand

Phase 2: (work with content)3. Step 3: Uncover expectations4. Step 4: Repeat specifics5. Step 5: Outline solutions and alternatives6. Step 6: Take action7. Step 7: Double check for satisfaction

www.derekhendrikz.com

Page 17: Managing Difficult People by Derek Hendrikz

When working

with unhappy and

frustrated people,

you must firstly

address their

emotions before

you can address

the actual

problem!www.derekhendrikz.com