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Written by,Dr. Rick BrinkmanDr. Rick Kirschner

Sameer Kumar Rai

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ABOUT THE AUTHORS

Dr. Rick Brinkman & Dr. Rick Kirschner areprofessional speakers.

Co authors of the bestselling audio-video tapesHow to Deal with Dif f icu l t Peop leand the best sellingbook Dealing w ith Peop le YouCantStand.

They have shared their insights with audiencesworldwide through their company R & RProductions.

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ABOUT THE BOOK

Identify ten bothersome behaviors

Deal successfully with each of them

Understand the thought and fears of difficult

people

An understanding of whom we are dealing with

and what motivates them

Turn conflict into cooperation

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THE TANK

THE KNOW IT ALL

THE WHINER

THE SNIPER

THE THINK

THEY KNOW

IT ALLTHE MAYBE PERSON

THE GRENADE

THE YES PERSON

THE NOTHING PERSON THE NO PERSON

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THE TANK

Stand your ground

Interrupt

Dont defend

Aim for the bottom line

Peace with honor

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THE SNIPER

Stop, Look, & Backtrack

Ask the Relevancy question

If he/she will talk -- LISTEN!

Suggest a friendly future

Dont overreact

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THE KNOW-IT-ALL

Be prepared and know your stuff

Dont resent the Know It - All

Present views politely

Acknowledge his/her competence

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THE THINK THEY KNOW IT ALL

Give them a little attention

Ask for specifics

State facts as you know them

Provide a way out

Handle alone whenever possible

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THE WHINER

Listen

Prepare to interrupt get specific

Acknowledge the complaint

Dont ask Whiners why theyre complaining

Use limiting responses

Move to problem solving

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THE MAYBE PERSON

Help them voice concerns

Provide face-to-face support when possible

Use a decision making process

Re assure and follow through

Maybe

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THE YES PERSON

Make the Yes Personcomfortable

Talk Honestly

Help them learn to plan

Ensure commitment

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THE NOTHING PERSON

Plan enough time

Lighten it up

Avoid getting angry

Show the future

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THE GRENADE

Get the attention

Show your concerns

Reduce intensity

Avoid setting off the Grenade

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THE NO PERSON

Go with the flow

Use them as a resource

Give them time to think

Appreciate the NO person

NOOOOOOOOO

OOO!!!!!!!!!!

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CONCLUSION

Even if we cant change difficult people, we can

communicate with them in such a way that they

change themselves. Its a matter of knowing how

to get through to them when theyre behavingbadly.

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Courtesy

SAMEER KUMAR RAI

SIVA SIAVNI INSTITUTE OF MANAGEMENT