1. Sherman Tanks Stand up for yourself without fighting
Give them time to run down
Don’t worry about being polite, just get in
Get their attention, carefully
Get them to sit down
Speak from your own point of view
Avoid a head-on fight
Be ready to be friendly

2. Snipers Surface the attack immediately
Give the sniper an out (ask questions)
Seek group confirmation or denial of the sniper’s criticism
Move on to solve any problems uncovered

3. Exploders Give them time to run down Show that you take them seriously
Interrupt the interaction

4. Know-it-all Experts Do your homework Listen and acknowledge
Question firmly, but don’t confront
Ask extensional questions to get details
Acknowledge their competence
Make time for reflection
As last resort, let them be the expert

5. Think-they-know-it-alls
State the facts as an alternative version
Give them a way out

6. Super-agreeables Make honest comments non-threateningly
Be personal - when you can
Listen to their humour
Be prepared to compromise

7. Indecisives Establish a comfort zone Surface the issues
Help them problem solve (make decision)
Reassure after decision is made
Strengthen the relationship

8. Un-responsives Ask open-ended questions Use the friendly, silent stare
Don’t fill the space
Comment on what’s happening
If clam opens up, listen rather than talk
If clam stays closed, terminate meeting and re-schedule

9. Negativists Avoid getting drawn in State your own realistic optimism
Don’t argue
Don’t rush into proposing solutions
Use comments to make decisions
Be ready to take action on your own

10. Complainers Listen attentively to their complaints
Acknowledge what they say
Be prepared to interrupt to acknowledge
Don’t agree or apologise
State the facts without comment and apology
Move quickly into problem solving