Dealing With Difficult People

DEALING
WITH
DIFFICULT
GROUP 11
PEOPLE
Group Members
Cienna - 99 Anjela - 60
Soumili - 130 Noel - 38
Elroi - 68 Trystan - 114
Kyra - 106 Angel - 05
Emmanuel - 15 Haydn - 123

Topics To Be Covered
1. THE CONCEPT OF DIFFICULT
2. NEGATIVE ATTITUDES
3. BUILDING BOUNDARIES
4. CONCLUSION
WHY IS THIS TOPIC IMPORTANT?
● Difficult people are everywhere
● Dealing with them is a challenge for everyone

especially in our day-to-day lives.
● They are a big challenge in the corporate

world, infact many corporate leaders believe
its the most significant task in their jobs.
How Do Difficult People Behave ?
● They are negative
● They are selfish
● They won’t take responsibility of their
behaviour
● They are arrogant
● They are disrespectful
● They are passive-aggressive
● They disregard policy and personal
boundaries
Dealing with Difficult People?
● No, this is the WRONG way to deal

with troublesome people…even if it’s
tempting.
Your attitude is the key to successfully
dealing with difficult people on and off
the job.
Attitude IS everything!
✶ The “can do” attitude
The Can-Do Attitude
is fundamental✶is very important to
deal with such people.
How we communicate…..
Three attitude types –
NEGATIVE POSITIVE
NEUTRAL
How to be self-aware of your
attitude.
□ Listen” to yourself
• words
• tone of voice
• body language
□ Think good thoughts
□ Don’t “second guess” yourself

To deal with a negative person you
should…
□ Assess your level of involvement
□ Be understanding; where they’re

coming from
□ Influence their attitude
□ Help resolve the source problems

Negative Attitudes = Difficult
People
Among the most difficult - the “Hostile Aggressive”
types…
The Tank...
The Sniper...
The Exploder...
The “Sherman
Tank”
...they bully and push people around….
□ Stand up to them
□ But don’t get into an argument
□ Maintain a civil but undaunted composure
□ Keep your cool
□ Once you’ve stood up to them, be ready to be friendly

The “Sniper”
…they are sarcastic and critical….
□ Smoke them out
□ Polite confrontation in private about the “jokes”

• “Did you mean it that way?”
• Challenge them every time in this manner
□ KEEP YOUR COOL!

The “Exploder”
…normal one moment, out of control the next….
□ After explosion, do nothing but look them in

the eye
□ Take a break, get some privacy
□ Offer a pragmatic plan of action
□ KEEP YOUR COOL!

Focus and Keep
your
The “Complainer”
will complain
and whine about
everything.
□ Listen actively
□ Get them involved

in solutions
□ Don’t apologize
The “clam” – silent and
unresponsive
no matter what.
□ After opening conversation,
go silent
□ Friendly silent stare
□ Non-confrontational comment
on the silent treatment
□ Emphasize how important

the work is
□ Schedule another meeting

The “super-agreeable” -- always
says yes, and usually let you down.
□ Empathize with their difficulties
□ Offer to help them get the job done
□ Go for “win/win” compromises so they can relax.
□ Don’t keep accepting false agreements

“Naysayer” - says no to
everything.
□ Come back with a positive but realistic statement
□ Never argue with a negativist
□ Acknowledge what they say
□ Show alternatives
□ Explore worst case scenarios
□ Be ready to act alone

The “Know-it-all” is always
trying to be right….
□ Paraphrase back at them their
solution
□ Propose alternatives as questions
□ Give them a way to save

face when they’re wrong
□ Know your facts
□ Be positive (it’s an attitude thing)
□ Thank them for their help

The “Indecisive”
waits until you or
chance decides for
them.
□ Ask them for help with specific task problems
□ Offer your problem-solving ideas
□ Find out the real reason for indecisiveness, and help
□ Give them your support after decisions are made

There exists multiple permutations
and combinations of such trouble
some personalities.
However if you learn how to have
a positive attitude towards them
and learn how to build
boundaries, you will be successful
in your attempts to deal with them.
Your positive attitude is your
best weapon in dealing with
difficult people.
□ Be open and honest
□ Keep your smile
□ Stay frosty, don’t let anger divert you
□ Calm directness will win out
□ Cultivate patience
BUILDING BOUNDARIES
Boundaries are your values, expectations,

principles, or limits that you establish to
keep yourself feeling safe physically,
emotionally, and mentally.
Setting healthy boundaries is permitting yourself to

be you. It communicates what you stand for, what
you are willing to do, and what you will never do.
When you set boundaries, you express your respect

to yourself, others, your time, and your talents.
STEPS TO BUILD BOUNDARIES
1. Be Assertive
2. Learn to say NO
3. Safeguard your spaces
4. Ask for help or support when needed

Conclusion
Difficult people are everywhere. Maybe you're one of
them? Or maybe, everyone is difficult during certain
moments of their life.
Either way, eventually you’ll need to work or

compromise with a person that you think is difficult. In
conclusion, to know how to handle unreasonable and
difficult people is to truly master the art of
communication and building boundaries.
As you utilize these skills, you may experience less

grief, greater confidence, better relationships, and
higher communication prowess.

Dealing With Difficult People

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DEALING

Soumili - 130 Noel - 38

Elroi - 68 Trystan - 114

Kyra - 106 Angel - 05

Emmanuel - 15 Haydn - 123

1. THE CONCEPT OF DIFFICULT

● Difficult people are everywhere

● Dealing with them is a challenge for everyone

● They are a big challenge in the corporate

● No, this is the WRONG way to deal

□ Think good thoughts

□ Don’t “second guess” yourself

□ Assess your level of involvement

□ Be understanding; where they’re

□ Influence their attitude

□ Help resolve the source problems

□ But don’t get into an argument

□ Maintain a civil but undaunted composure

□ Keep your cool

□ Once you’ve stood up to them, be ready to be friendly

□ Smoke them out

□ Polite confrontation in private about the “jokes”

□ KEEP YOUR COOL!

…normal one moment, out of control the next….

□ After explosion, do nothing but look them in

□ Take a break, get some privacy

□ Offer a pragmatic plan of action

□ KEEP YOUR COOL!

□ Get them involved

□ Friendly silent stare

□ Emphasize how important

□ Schedule another meeting

□ Empathize with their difficulties

□ Offer to help them get the job done

□ Go for “win/win” compromises so they can relax.

□ Don’t keep accepting false agreements

□ Never argue with a negativist

□ Acknowledge what they say

□ Explore worst case scenarios

□ Be ready to act alone

□ Propose alternatives as questions

□ Give them a way to save

□ Know your facts

□ Be positive (it’s an attitude thing)

□ Thank them for their help

□ Offer your problem-solving ideas

□ Find out the real reason for indecisiveness, and help

□ Give them your support after decisions are made

□ Keep your smile

□ Stay frosty, don’t let anger divert you

□ Calm directness will win out

Boundaries are your values, expectations,

Setting healthy boundaries is permitting yourself to

When you set boundaries, you express your respect

3. Safeguard your spaces

4. Ask for help or support when needed

Either way, eventually you’ll need to work or

As you utilize these skills, you may experience less

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