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A Presentation for the Ohio A Presentation for the Ohio Award for Excellence CouncilAward for Excellence CouncilKendall L. Stewart, MD, MBA, FAPAKendall L. Stewart, MD, MBA, FAPA
June 14, 2002June 14, 2002
Dealing WithDealing WithNegative Negative PeoplePeople
Some Practical Questions & Some Practical Questions & AnswersAnswers
The Portable Mentor Presentation Series
SOMCPress
What’s in this forWhat’s in this for me?me?
• We all know some negative people, and they suck the joy out of our lives.
• These people flourish and annoy at every level of every organization.
• Dealing effectively with these folks is a challenge for every organizational leader.
• Your skill in dealing with negative people will make a difference in the quality of your life and in the performance of your organization.
• This presentation will suggest some practical strategies that can improve your effectiveness as an organizational leader.
You just can’t please some people. A farmer complained about his eggs and his wife’s weight.
What are some successfulWhat are some successful
strategiesstrategies for dealing with for dealing with negative people?negative people?• Identify them.• Accept them.• Understand them.• Identify with them.• Ignore them.• Involve them.• Convert them.• Avoid them.• Circumvent them.• Use them.
• Persuade them.• Confront them.• Stop rewarding
them.• Punish them.• Ridicule them.• Isolate them.• Fire them.• Leave them.
Sometimes you just have to laugh, A drunk called me complaining that his wife was drunk.
UnderstandUnderstand them.them.
• Why?– They have good reasons
for behaving this way.– Since being unpleasant is
so personally unsuccessful, it must be a reaction to something.
– They are behaving predictably.
– They are impaired, or they may be evil.
– This realization will help you keep from taking their behavior personally.
• How?– Monitor your own
emotional arousal—it fogs your lenses; they usually affect others the same way.
– Observe with detached interest this animal behavior.
– Pay attention to their emotional arousal.
– Watch for what triggers their attacks on others.
– Observe how others respond to their outbursts.
– Observe them over time.
Negative people follow patterns too. A man was hauled into court for shooting a condor.
IgnoreIgnore them.them.
• Why?– This limits their power to
cause disruption.– It removes the air that
feeds their fire.– It provides negative
feedback.– It sends an important
and powerful messages to others.
– It discourages others from adopting a negative posture because of its perceived effectiveness.
• How?– Remain civil but
emotionally aloof.– Remain emotionally
detached.– Focus on the point made
instead of the way it was made.
– Stop rewarding negative behavior by responding preferentially to these squeaking wheels.
– Reinforce appropriate dissent by pointing out its greater effectiveness
Our ability to ignore things is legendary. Jews and Jesus. Protestants and the Pope. Two Baptists. . .
ConvertConvert them.them.• Why?
– No organizational advocate is more passionate than a recent convert.
– Negative people often care deeply, but are simply impaired in expressing themselves.
– Negative people often force leaders to make a compelling case for what needs to be done. This is a good thing, and deserves a respectful response.
• How?– Listen. Really.– Accept their feelings.– Legitimize their
perceptions.– Ask for permission to
persuade.– Make the case.– Admit the weakness in
the case.– Ask for time.– Ask for help.– Deliver.– Document.
The best way to silence whiners is to put them in charge. I once gave a physician the JCAHO manual to review.
IsolateIsolate them.them.
• Why?– Many negative people
are vital to your success.
– Everyone knows these folks are negative.
– Left alone, they will bring others down.
– Unchallenged, they will intimidate highly motivated people, discourage risk-taking and stifle innovation.
– Isolation permits continued contribution.
• How?– Make a careful and
deliberate decision that this is the best option.
– Confront the negative person about his assets and weaknesses.
– Take formal action after explaining to the involved person why.
– Avoid public humiliation of the isolated person. Everyone will already know why.
A drunk used to wander into my Dad’s church and announce that the Lord had given him a song.
FireFire them.them.
• Why?– When a person’s “net
worth” turns negative and is not likely to improve, failure to take action is irresponsible.
– Tolerating unredeemed negativity demoralizes the committed rank and file.
– This is how culture is built.
• How?– Confront them with
the necessity for change, and the consequence of failure to conform.
– Document this confrontation.
– Be fair but firm.– When you decide it is
hopeless, act quickly and move on.
Sometimes there is a definitive answer. A man was jumping on a manhole cover saying 98…98…
Where can I learnWhere can I learn more?more?
• Stewart, Kendall L, “Dealing with Negative People: Some Practical Guidelines,” A SOMC White Paper, SOMC Press, 2002
• Stewart, Kendall L., The Portable Mentor: Practical Guidelines for Organizational Effectiveness, SOMC Press (In Press)
How can weHow can we contactcontact you?you?
Kendall L. Stewart, M.D.Kendall L. Stewart, M.D.Medical DirectorMedical Director
Southern Ohio Medical CenterSouthern Ohio Medical Center
1805 27th Street1805 27th StreetPortsmouth, Ohio 45662Portsmouth, Ohio 45662
www.somc.org
Southern Ohio Medical CenterSouthern Ohio Medical Center SafetySafety QualityQuality ServiceService RelationshipsRelationships PerformancePerformance
WhatWhat questionsquestions do you have?do you have?
What What strategiesstrategies have worked for have worked for you?you?
www.somc.orgwww.somc.org