4 Responses

1. difficult peopele
   Hi sue,

   I do not feel there is such a thing as a difficult person?

   There are times when people get mad or loose their cool for some reason and this is usually caused or exacerbated by those they are dealing with not relating or empathising properly in the right way.

   I use a number of rapport exercises and a technique called SDI which is highly interactive and great fun.

   Try a simple exercise where one person talks on a topic of their choosing and the other person has to gain and hold rapport with them by just active listening and summarising – they are not allowed to enter any new information into the discussion.

   I have used these techniques very successfully with staff from front-line social services departments who deal with a lot of people having difficulties.

   Nick Hindley, Perspectives Consultancy Ltd.

2. Show them the tools of their past
   I like to take a minute and have the group call out ways they handled conflict in their youth, whether on the play ground or with their siblings…bullying, crying,running away, gossiping, and tattling. Then I make the point that these were the resolution tools of their past, what are some tools they use now and how/why are they effective. Sometimes I go back over the first list and ask if they see any of those behaviours in the workplace now, and how they can counter them. It seems to work.

3. Mobile Team Challenge
   Sue,
   You may consider using http://www.mtceurope.co.uk/ who have an excellent package on Conflict management.
   Alternatively Honey’s book dealing with difficult people is still around (I have a copy if you cant get hold of it).
   Cheers
   Jon

4. I might be able to help!
   Hi Sue,

   I actually run a course called ‘difficult conversations’ and may well be able to help you. If you still need some information please email me! nikki.brun@harrods.com
   Nikki