Go from the idea of being either a good person or bad person to a grounded that contains both strengths and areas of opportunity Help others to see themselves as balanced individuals with strengths and opportunities Point out their good ideas and ask clarifying questions to emphasize strengths Ask clarifying questions to help determine weaknesses (if appropriate, suggest opportunities for development) Conflict Resolution Stop. Look. Listen. Clearly define the real problem Brainstorm solutions Evaluate the solutions Choose the best win/win solution Implement this solution Choose a follow up date to evaluate Celebrate your success! Strategies for Difficult Personalities Know-It-All Don’t be careless with words or details know your mind – Soften statements with with me a moment’ and was just wondering’ ‘bear ‘I Too-Agreeable Make it safe to be honest If they fail to deliver something, hear the person out don’t interrupt at They – might just fall back to agreeing with you Let them know an appropriate time to back out of a commitment, and make them feel safe to do so Hold your ground make eye contact and breath slowly – Interrupt and paraphrase the main point Promote empathy my point of view…’ or way I see it’ ‘From ‘The Attempt to re-schedule the conversation to another time. hear your concern, but I ‘I think we need to talk about this when we’re both settled…’ Complainer Listen with paper and pen Ask for their help in identifying the root cause of the problem vague unhappiness is – not something you can fix focus to small step solutions they will want to talk about generalized problems – Show them the future is achievable try to remove helplessness – Draw a line when the conversation loops back over points already made. Negative Person Avoid trying to show them how it could be worse to force them to be positive Don’t rush them they may come back to you when they are you change your – ‘If mind, let me know’, you think of a solution, get back to me’, you think of any ‘When ‘if ideas, get back to me’
Go from the idea of being either a good person or bad person to a grounded that contains both strengths and areas of opportunity Help others to see themselves as balanced individuals with strengths and opportunities Point out their good ideas and ask clarifying questions to emphasize strengths Ask clarifying questions to help determine weaknesses (if appropriate, suggest opportunities for development) Conflict Resolution Stop. Look. Listen. Clearly define the real problem Brainstorm solutions Evaluate the solutions Choose the best win/win solution Implement this solution Choose a follow up date to evaluate Celebrate your success! Strategies for Difficult Personalities Know-It-All Don’t be careless with words or details – know your mind Soften statements with ‘bear with me a moment’ and ‘I was just wondering’ Too-Agreeable Make it safe to be honest If they fail to deliver something, hear the person out – don’t interrupt at They might just fall back to agreeing with you Let them know an appropriate time to back out of a commitment, and make them feel safe to do so Hold your ground – make eye contact and breath slowly Interrupt and paraphrase the main point Promote empathy ‘From my point of view…’ or ‘The way I see it’ Attempt to re-schedule the conversation to another time. ‘I hear your concern, but I think we need to talk about this when we’re both settled…’ Complainer Listen with paper and pen Ask for their help in identifying the root cause of the problem – vague unhappiness is not something you can fix focus to small step solutions – they will want to talk about generalized problems Show them the future is achievable – try to remove helplessness Draw a line when the conversation loops back over points already made. Negative Person Avoid trying to show them how it could be worse to force them to be positive Don’t rush them – they may come back to you when they are ‘If you change your mind, let me know’, ‘When you think of a solution, get back to me’, ‘if you think of any ideas, get back to me’
2018-ChapterOverview-v2.docx