MIDLANDS STATE UNIVERSITY

FAC ULTY O F CO M ME R C E : B AC H E LO R O F
B U SI NE S S MA NAG E M E NT
C O U RS E : B US INE S S C O M M UN IC ATIO N. G R O UP 1
Group Members
• Conley Kwenda
• Patience R. Chideu
• Prince Tavaziva
• IsaacMudyanhora
• Shiella Samakomva
• Tellmore Tinashe Mateka
• Ethel Helga Mvula
• Tatenda Njanike
• Nyasha Takavarasha
• Shingai Molilla Magureyi
• Malvern Musimwa
• Annamary Chikwirakomo
• Mitchel Manyanga
• Etheldreda Chikopa
• Winnet Agnes Madzore
• Kennedy George Tabaziba
• Stanley Nyamudahondo
 Objectives
Recognize behavioural traits of
difficult people
Determine action to take when dealing
with difficult people
Apply appropriate strategies
One of the most common interpersonal
communication challenges is interacting with
difficult co-workers. Critically discuss how one
can effectively interact with the following types
of co-workers:

1. The unresponsive
2. The aggressor
3. The underminer
Rule 1

There is no such thing as a difficult

person, there are just people we need
to learn how to deal with.

Rule 2
Re-read rule 1
Definition
• Interpersonal communication:
Interpersonal communication is the process of exchange of
information, ideas, feelings and meaning between two or more
people through verbal and/or non-verbal methods.

 It often includes face-to-face exchange of messages, which may

take form of a certain tone of voice, facial expressions, body
language and gestures.
 Essentially involves creation and exchange of meaning
 Introduction
 Interpersonal communication is a two way communication and
involves two or more people with diff erent roles and relationships to
one another
 A Manager or subordinate of an organization must posses
interpersonal skills
 When motivation to excel gets out of hand, co-workers can go from
being competitive to being:
i) unresponsive
ii) aggressive
iii) undermining each other ’s authority
 The unresponsiveness
Characteristics and Causes
 React to diffi cult situations by remain silent
 They put a communication barrier by being silent
 Some co-workers become unresponsive and non
committal when they do not have the knowledge to
accomplish a given task
 Case Study
Moira is preparing a report for her boss. In order to do it, she
needs to get some information from Tatenda who is from a
different department. She groans inwardly. Tatenda the
unresponsive co-worker, never responds to her phone and
email messages. This is going to take forever because even
when Moira is actually able to connect with him, Tatenda is
notoriously slow in delivering. It is like he does not care.
Most of the time, she just gives up and does it herself.
Sadly, scenarios like this play out daily in businesses
everywhere. It is frustrating when you cannot rely on your co-
workers to do their part.
 Dealing with unresponsiveness
  1 .  G i v e y o u r u n re sp o n s iv e co - w o r k e r A re a s o n t o be re s p o n s iv e
Make sure that your co-worker understands why it is important.  

2 .   Em p a t hi z e
Acknowledging how busy he is, e.g., “I know how crazy busy you are…”   empathy is a
p o w e r f u l r e l a t i o n s h i p b u i l d e r.

3 .  H e lp h im he lp y o u
Reiterate the importance, and ask if there is anything that you can do to help him
expedite the process.  

4 .  E x pre ss a p p re c ia t io n a n d a c k no w l e dg e t h e e f f o r t
D o n ’t j u s t s a y “ t h a n k y o u . ”   M a k e i t a l i t t l e m o r e p e r s o n a l w i t h s o m e t h i n g l i k e , “ t h a n k s
in advance bob, I really appreciate your help on this!”

5 . Fo l lo w - U p
Never allow them to believe that issues will be dropped if they ignore or show apathy
toward them.
 The Aggressor
Definition
 Aggression, in general, is any behaviour an individual carries
out with the intent to harm another person or group of
peopleWorkplace aggression is a type of counter productive
work behaviour
 Defi ned as "any act of aggression, physical assault,
threatening or coercive behaviour that causes physical or
emotional harm in a work setting."
Add a Slide Title
-4
 Click icon to add picture

Add a Slide Title

-5