Communication with Difficult People

Kripa Shankar 37 Sajal Mukherjee - 38 Neeli Kumar 39 Vini Rastogi - 40 Isha Bhatnagar- 41

FLOW OF PRESENTATION
Introduction Modes Of Communication A Survey Study Why It Happens The Studies 7 Types Of Difficult People Difficult People at Workplace Difficult Clients and Customers Difficult Team, Group, Individual Ways To Deal

INTRODUCTION
Communication is the process of exchanging of facts, ideas and opinions and a means that individuals or organizations use for sharing meaning and understanding with one another.

Communication is a two-fold process between two parties- the sender and the receiver. It involves an exchange and progression of thoughts, ideas, knowledge and information towards a mutually accepted goal or direction.

Characteristics of Survey
SAMPLE CHARACTERSTICS: Included students, professionals, teachers, home-makers etc. TARGET AUDIENCE: Not received any formal education on Business Communications. QUESTIONNAIRE: 10 questions, 6 dealt with situations and 4 On EQ.

Title
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WHY IT HAPPENS ?

The Studies
Mayo Clinic-Passive-aggressive behavior. Reactive attachment disorder (RAD) Stress Personality Traits

Seven types of difficult people

Know-it-all

 Moaners

 Procastinators

 Bullies

 Quiet ones

 Kill Joys

 Nice people

Difficult People at Workplace

The Chatterbox. The Gossip. The Complainer. The Delegator. The Credit Grabber.

 Do not trust and respect employees Generally lack fundamental training in people management. Takes credit of your work. Never gives positive feedback no matter how good you have worked.

Difficult Clients and Customers

Always unsatisfied. High maintenance cost Do not respect your time. Treat you like an employee. Tend to show that they are the most important client/customers you have. They are unreasonable.

Difficult Team, Group, Individual

Underperformance In case of team or group, there is always problems in terms of compatibility. If they are united, they have a tendency to go against the authority.

WAYS TO DEAL WITH IT

1. LEARN FROM EXPERIENCE 2. ACCEPT IT HAPPENS 3. STEP BACK AND SEE THE BIG PICTURE 4. BE PREPARED TO CHOOSE YOUR BATTLES 5. FIRST UNDERSTAND BEFORE BEING UNDERSTOOD

6. FOCUS ON THE BEHAVIOR NOT THE PERSON 7. RESPOND DON T REACT 8. DEAL WITH THE DIFFICULT BEHAVIOR PROMPTLY 9. CONSIDER THE COMMUNICATION SETTING 10. CRITICISE IN PERSON AND PRAISE IN PUBLIC

11. LISTEN FIRST AND SPEAK LATER 12. BE AWARE OF THE NON-VERBAL LANGUAGE 13. DISPLAY CALMNESS 14. BREATHE SLOWLY AND DEEPLY 15. CALL A TIME OUT

16. Make your choice- Change, accept of Reject.

17. Look at yourself. 18. Understand the Person s intentions. 19. Let the person know where you are coming from. 20. Escalate you higher authority for resolution. 21. Ignore