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Transcript of 1 [email protected] ‘Effectively Dealing with Difficult People’ Panel Discussion –...
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‘Effectively Dealing with Difficult People’Panel Discussion – Canadian Legal Conference
August 15, 2014 10:45 – noonSheraton Hotel, NL
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Very Experienced in Dealing with Difficult People
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PRESS RESET:
3 DEEP BREATHS
TIME FOR YOU_______
YOUR REFLECTING
YOUR LEARNING
YOUR IMPROVING
Participate with Intention to ‘Deal Better with Difficult People’
Why are you in this session?
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Dealing Effectively with Difficult People at Work in 2014
An Overview and Learning Outcomes
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Difficult People at Work - Your Paradigm
How do you deal
with him/her now?
How do you deal
with him/her now?
Who is difficult at
your work? What is difficult about
him/her?
Who is difficult at
your work? What is difficult about
him/her?
How do you feel about this person?
What are you saying about
him/her?
How do you feel about this person?
What are you saying about
him/her?
Pair/Share
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Difficult People at Work - Your Paradigm
Are you ready to do
something different?
Are you ready to do
something different?
Is what you are doing working?
Is what you are doing working?
Difficult or Different?Difficult or Different?
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Two Key Causes of Conflict at Work
Table Share
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Conflict: Cultural Diversity
Example #1: High Context vs. Low Context Cultures Infer most information from context
• Convey little information explicitly
• Prefer indirectness, politeness, ambiguity
• Consider oral agreements more binding than written ones
• Rely heavily on nonverbal signs
Japanese
Arabic
Latin American
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Conflict: Cultural Diversity
Example #1: Low Context Culture
• Context is of low importance
• Information is explicitly conveyed
• Value directness: may see indirectness as dishonest or manipulative
• Value written word more than oral statements
North American
Scandinavian
German
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Conflict: Cultural Diversity
Example #2: Different views of time can create challenges
• Monochromatic cultures focus on clock time being “on time” is a sign of dependability and respect
• Polychromatic cultures focus on relationships less time conscience (take a leisurely approach to time)
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Conflict: Cultural Diversity
Example #3: Cultures attach meaning differently to:
• Body Language: open or closed, eye contact, gestures, smiles
• Conversational Style: opening, pausing, interrupting, finishing each others’ sentences, closing
• Silence and Voice Qualities: stress, volume, pitch, tone
• Other Non-Verbal Symbols: color, clothing, age, height
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Conflict: Generational DiversityThink of your Workplace...
1. The Seniors (68-85 yrs)
2. Baby Boomers (50-67 yrs)
3. Generation X (35 – 49 yrs)
4. Generation Y, Echo Boomers, Millenials (19 – 34 yrs)
5. Generation Z (< 18 yrs)
How and why the Four Generation differ (5 mins) Which generation or cohort do you find difficult?
https://www.youtube.com/watch?v=QBVEMQsNbBY
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Conflict: Generational DiversityWhy does conflict at work arise?
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Generation Y and Boomers
60 minutes Generation Y - The Millenniums (3mins)
https://www.youtube.com/watch?feature=player_detailpage&v=owwM6FpWWoQ - (same as above)
Relates to your workplace - How?
Relates to you – How?
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1. Be Proactive vs. Reactive
“If you can predict conflict,
you can minimize and maybe avoid it”
- Expect it - Plan for it
e.g. School musical
2. Act with Courage and Consideration
- First sign of smoke, Act
e.g. New staff placed
Five Strategies for Dealing Effectively with Difficult Clients and Colleagues
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3. Welcome the Tyrant (p.110)
- Be curious and concerned
- Learn about yourself
4. Keep your Seat (p.213)
- Learn from Japanese samurai lords
Source: Awake at Work, Michael Carroll
Strategies for Dealing Effectively with Difficult Clients and Colleagues
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5. “Keep learning, Expand your skill set, Do not take it personally, and Let it go”.
Different ................ Difficult ............... Mentally Ill
Source: Susan Scott & Kathy
Strategies for Dealing Effectively with Difficult Clients and Colleagues
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.
Learning Stop Light, Summary and Wrap Up
………………
Learning Stoplight
•See handout for resources
•What has struck you?
• What new idea or strategy will you adopt to improve how you deal with difficult people?