Page 134 - FLL Virtual Binder 2018

Dealing with Difficult People
Although really difficult people represent just a tiny fraction of the people we work with, this small group profoundly affects how we feel about ourselves and how we interact with other employees. It is helpful to understand the possible reasons for their behaviour, so that the appropriate response can be used.
Many of the techniques covered to this point, for example, active listening, assessing sources of conflict and words that work, will help when interacting with a person you find particularly difficult.
And.....remember L.E.S.T.E.R. to help you deal effectively with challenging personalities!
Working with Difficult People – The How To
Listen:
Learn about both the situation and the person. Let your colleague know that you care.
Echo:
Reflect back the key points, both meaning and emotion, to let the person know you understand the situation.
Sympathize:
Put yourself in his shoes. Although you may not agree with him, let him know that you respect his point of view.
Thank:
Let the person know that you appreciate that he brought this to your attention or thank him for his honestly / openness.
Evaluate:
Probe to clarify needs and possible options. Try to find a solution acceptable to everyone involved.
Respond:
Deal with the situation in a timely manner. Clarify what you have both agreed to and then follow up.
Front Line Leadership Module: Dealing with Differences
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