1. Dealing With Difficult People
Micheal Graham
Bonneville Joint School District No. 93
Transportation Department

2. DP Personality Traits Chronic Complainers – never seem to be satisfied
Blamers – buck never stops here
One Uppers – low confidence or low self esteem
Tanks – explosive or combative. Looking for a fight, brings out the worst in everything

3. Bullying – unwanted, aggressive behavior toward an individual that involves a real or perceived power imbalance. The behavior is repeated, or has the potential to be repeated, over time Linda F. Bluth

4. Difficult People - Effects
Requires time & energy
Can cause resentment
Physical effects
Increase BP
Anxiety
Fragmented sleep pattern
45% of people targeted by a bully, experience stress-related health problems. Including debilitating anxiety, panic attacks, and clinical depression Zogby Study

5. Empathy is…. ‘Under The Surface’ - U Tube Video
seeing with the eyes of another listening with the ears of another and feeling with the heart of another

6. Reacting vs. Responding
Resist the urge to judge or assume
Stay fact-based
Maintain a neutral boundary, do not appease
Do not take personally, but know that sometimes it is personal
When necessary – involve a ‘Silent Witness’
Document! Document! Document!

7. Workplace Control the environment Set a professional tone
Body language
Remain calm

8. On The Bus Contain the situation – never allow to escalate
Body language
Involve resources when available
Remain calm

9. The Don’ts Don’t lose your cool Don’t argue
Don’t lecture, scold or yell
Don’t give false praise
Don’t hold a grudge
Don’t ignore misbehavior

10. Key Word – Need When dealing with difficult people, use the word Need
I need you to do this for me.
You need to sit down!
We need to work together to find a solution.
Make it a statement! Lessens the chance to say no.

11. forgive mistakes; punish patterns

12. Summary Recognize the personality traits
Identify Bullying – what is your action plan?
Understand through empathy
Respond to the situation
Set the proper environment
Document! Document! Document!