5 Keys to Dealing with Difficult BehaviourBerry Winter – JamBerry Ltd

Mistake 1.

Why do people behave as they do?

Most difficult behaviour occurs because the parties involved feel a loss of control. Either someone else is in control which they don't like, or no one is in control and there is a feeling of void.

Behaving in a difficult way or creating conflict therefore becomes one of their strategies for getting the situation back in control.

A Good Listener.....

...is like a Good Dancer

Try to find some common ground...

Mistake 2.

The mistake that could lead to costly legal issues

Not involving

HR

Mistake 3. The mistake that that may be losing you highly effective people

Not recognising that there is a problem and therefore not dealing with it, can have a knock on effect on others

Mistake 4. The mistake that is making you feel undermined by colleagues and managers

Someone who consistently undermines you can be seen as a bully and bullying should never be tolerated.

Recognise...

Ask for... Respect

Value your...Power

Help their...Understandin

g

When you say xxx...

...it makes me feel...

Mistake 5. Not taking action!

Top 5 Tips for Dealing with Difficult Behaviour

Don't take the bait. Keep calm and keep your temper

Separate the behaviour from the person in your mind

Allow others to save face where appropriate

Consider the underlying causes. Is it obvious why someone is upset?

Check your own behaviour. Is it part of the problem?

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