Podcast
Questions and Answers
What is a common trigger that can lead people to become difficult in the workplace?
What is a common trigger that can lead people to become difficult in the workplace?
- Overwhelming success
- Feelings of insecurity (correct)
- Strong leadership skills
- Excessive confidence
Which of the following best describes openly aggressive people in the workplace?
Which of the following best describes openly aggressive people in the workplace?
- Supportive but easily offended
- Pleasant and cooperative in discussions
- Quiet and non-confrontational
- Loud, intimidating, and argumentative (correct)
What characterizes passive-aggressive behavior?
What characterizes passive-aggressive behavior?
- Covert hostility along with pleasant behavior (correct)
- Direct and honest communication
- Strong emotional vulnerability
- Immediate conflict resolution
What does the term 'conflict' primarily refer to?
What does the term 'conflict' primarily refer to?
Why is it important to understand personality differences in the workplace?
Why is it important to understand personality differences in the workplace?
What may passive-aggressive people struggle with?
What may passive-aggressive people struggle with?
How should one approach the behavior of difficult people in the workplace?
How should one approach the behavior of difficult people in the workplace?
Which personality type tends to display overt hostility and aggression?
Which personality type tends to display overt hostility and aggression?
What is a key factor in dealing with difficult personalities?
What is a key factor in dealing with difficult personalities?
How should one manage their emotions when dealing with difficult people?
How should one manage their emotions when dealing with difficult people?
Which question should you ask yourself to learn from past encounters with difficult people?
Which question should you ask yourself to learn from past encounters with difficult people?
What is important when interacting with aggressive-difficult individuals?
What is important when interacting with aggressive-difficult individuals?
Why is it suggested to meet aggressive individuals in a neutral location?
Why is it suggested to meet aggressive individuals in a neutral location?
What does effective learning in dealing with difficult people require?
What does effective learning in dealing with difficult people require?
What is a productive way to respond if an aggressive person says something upsetting?
What is a productive way to respond if an aggressive person says something upsetting?
What behavior should you avoid to effectively deal with difficult personalities?
What behavior should you avoid to effectively deal with difficult personalities?
What is a common behavior of passive-difficult people when asked to perform a task?
What is a common behavior of passive-difficult people when asked to perform a task?
What strategy is recommended for effectively dealing with passive-difficult people?
What strategy is recommended for effectively dealing with passive-difficult people?
How can you assist a passive-difficult person who is struggling to perform a task?
How can you assist a passive-difficult person who is struggling to perform a task?
Which characteristic defines a 'Timid Mouse' personality?
Which characteristic defines a 'Timid Mouse' personality?
What is a coping strategy for dealing with an 'Evil Ruler' type person?
What is a coping strategy for dealing with an 'Evil Ruler' type person?
What effect can regular check-ins have on passive-difficult individuals?
What effect can regular check-ins have on passive-difficult individuals?
Which statement is NOT true about passive-difficult individuals?
Which statement is NOT true about passive-difficult individuals?
What is a consequence of ignoring a passive-difficult person's behavior?
What is a consequence of ignoring a passive-difficult person's behavior?
What is a common characteristic of the Timid Mouse personality?
What is a common characteristic of the Timid Mouse personality?
Which coping strategy is effective for dealing with The Professor personality?
Which coping strategy is effective for dealing with The Professor personality?
What is a characteristic of the Thumbs-up personality type?
What is a characteristic of the Thumbs-up personality type?
What is an effective coping strategy for the Negative Nelly personality?
What is an effective coping strategy for the Negative Nelly personality?
Why might the Thumbs-up personality create resentment among colleagues?
Why might the Thumbs-up personality create resentment among colleagues?
Which of the following is NOT a characteristic of Negative Nelly?
Which of the following is NOT a characteristic of Negative Nelly?
What common strategy should be used for a Timid Mouse to ensure performance accountability?
What common strategy should be used for a Timid Mouse to ensure performance accountability?
Which issue is likely to escalate if dealing with Negative Nelly is not handled appropriately?
Which issue is likely to escalate if dealing with Negative Nelly is not handled appropriately?
Flashcards
Conflict in Workplace
Conflict in Workplace
A behavior or threat by one person or group directed at the territory, rights, interests, or privileges of another in the workplace.
Difficult Personalities
Difficult Personalities
People whose behaviors cause conflict, often stemming from insecurity, inadequacy, or a lack of social/personal/technical skills.
Openly Aggressive Person
Openly Aggressive Person
Individuals who are loud, intimidating, argumentative, and hostile in their actions.
Passive-Aggressive Person
Passive-Aggressive Person
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Conflict Resolution
Conflict Resolution
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Insecurity and Conflict
Insecurity and Conflict
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Personalizing Conflict
Personalizing Conflict
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Conflict is Inevitable
Conflict is Inevitable
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Change difficult people?
Change difficult people?
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Manage difficult people
Manage difficult people
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Emotion Management
Emotion Management
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Dealing with Difficult People: Skill
Dealing with Difficult People: Skill
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Assess Past Incidents
Assess Past Incidents
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Calm Response
Calm Response
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Set Boundaries
Set Boundaries
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Neutral Meeting
Neutral Meeting
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Passive-Difficult People
Passive-Difficult People
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Addressing Passive-Difficult Behavior
Addressing Passive-Difficult Behavior
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Why Passive-Difficult People Avoid Tasks
Why Passive-Difficult People Avoid Tasks
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Evil Ruler Personality
Evil Ruler Personality
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Dealing with Evil Ruler
Dealing with Evil Ruler
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Timid Mouse Personality
Timid Mouse Personality
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Dealing with Timid Mouse
Dealing with Timid Mouse
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Avoiding Ignoring Difficult People
Avoiding Ignoring Difficult People
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Timid Mouse
Timid Mouse
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Hold Accountable
Hold Accountable
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Follow Up Regularly
Follow Up Regularly
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The Professor
The Professor
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State Your Point Nonaggressively
State Your Point Nonaggressively
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Thumbs-up
Thumbs-up
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Establish Clear Goals
Establish Clear Goals
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Negative Nelly
Negative Nelly
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Study Notes
Dealing with Difficult People in the Workplace
- Conflict is a behavior or threat by one person or group directed at the territory, rights, interests, or privileges of another party. It is normal, natural, and inevitable in everyday life.
- Workplace conflict arises from the differences in personalities between individuals in evolving professional relationships.
- Difficult people can be initially nice but become difficult due to feelings of insecurity, inadequacy, or lack of social, personal, or technical skills.
- Some difficult people are overtly aggressive, characterized by loudness, intimidation, and hostility.
- Others can be passively aggressive, exhibiting verbal potshots, backhanded compliments, and an inability to make decisions or complete assignments. They typically blame external factors.
- Conflict can be resolved.
Dealing with Difficult Personalities
- Do not take the behavior of difficult people personally.
- Recognize that you cannot change others. Focus on your own emotional and behavioral responses.
- Manage your emotions. Avoid becoming defensive as this will worsen situations.
- Assess past incidents and ask yourself questions like:
- Who was involved?
- What happened?
- How did I feel?
- How did I respond?
- How do I wish I had responded?
- How can I improve my response to similar incidents in the future?
Dealing with Aggressive Difficult People
- Be clear regarding how you wish to be treated and do not allow them to treat you otherwise.
- Responding calmly helps de-escalate situations.
- If upset, respond professionally using comments like: "That wasn't nice/productive/professional. Please do not speak to me like that."
Dealing with Unpleasant Aggressive Difficult People
- Meet them in a neutral location where you feel safe.
Dealing with Passive Difficult People
- Passive difficult people often crave approval but feel unqualified, unable to earn it, and therefore may be noncommittal or feign agreement.
- The best approach is to address misbehavior directly and bring it into the open.
- For example, if someone misses a deadline:
- Offer to meet with them to inquire why.
- Encourage them to share their perspective with open-ended questions.
- Schedule follow-up meetings to monitor progress and address any new challenges. Regular check-ins can help them feel supported and accountable.
Common Aggressive and Passive-Difficult Personalities: Evil Ruler
- Characteristics: Bullies and intimidates, constantly demanding, brutally critical, and often lets others do the work but tries to take all the credit.
- Coping Strategies: Let them talk until they run out of steam, and state your point nonaggressively.
Common Aggressive and Passive-Difficult Personalities: Timid Mouse
- Characteristics: Never offers ideas, won't let you know if they agree or disagree, avoids conflict, and uses emotions and guilt to their advantage.
- Coping Strategies: Hold them accountable, and specifically describe desired performance and outcomes. Follow up regularly.
Common Aggressive and Passive-Difficult Personalities: The Professor
- Characteristics: Long-time employee, may know a lot, can be arrogant, has an opinion about everything, gets defensive if wrong, can become loud and hostile.
- Coping Strategies: State your point nonaggressively, help them see other perspectives, or offer alternatives. Don't single them out or alienate.
Common Aggressive and Passive-Difficult Personalities: Thumbs-up
- Characteristics: Agrees to any commitment but rarely delivers, can't be trusted to follow through, poor time-management, and organizational skills.
- Coping Strategies: Establish clear weekly, monthly, and quarterly goals within their responsibilities and hold them accountable.
Common Aggressive and Passive-Difficult Personalities: Negative Nelly
- Characteristics: Is quick to point out why something won't work, does not like change, exaggerates others' mistakes, and encourages gossip/rumors.
- Coping Strategies: Do not allow yourself to be sucked into the gossip or let it become personal. Deal with any issues immediately.
Common Aggressive and Passive-Difficult Personalities: Grumpy Cat
- Characteristics: Nothing is ever right, prefers complaining to finding a solution, and is often unproductive.
- Coping Strategies: Really listen to what they are saying, offer feedback and possible solutions (if they seem open).
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