1. www.attitudespecialist.co.nz1 Dealing with Difficult People and Tricky Situations Janice Davies ATTITUDE SPECIALIST janice@attitudespecialist.co.nz Module Six

2. RECAP Personal Assessment Personalities Relationships Self Esteem Communication Personal Assessment Personalities Relationships Self Esteem Communication

3. Attitude is more important than facts. It is more important than the past, than education than money, than circumstances, than failures, than success, than what other people think or say or do. It is more important than appearance, giftedness or skill. It will make or break a company…a home… a relationship. The remarkable thing is we have a choice, every day regarding the attitude we will embrace for the day. We cannot change our past. We cannot change the fact that other people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude. I am convinced that life is 10% what happens to me and 90 % how I react to it. - Charles Swindoll

4. Your Attitude reflects You Everyone has an attitude - ??? Some people H_ _ P others Some people H _ N _ _R others Some attitudes are anchors Some attitudes are propellers Some have c _ _ do attitudes Some have c_ _ ‘_ do attitudes.

5. Negative Attitude  Focus on problem  Why me? Poor Me  Always Happens?  Life throws this at me  It’s too hard  I can’t do that!  I knew I couldn’t do that  All defeats are permanent  Fatalistic approach to work

6. Positive Attitude Focus on solution How can I fix this? What do I need ? Can I learn anything? Is there a better way? Who can I ask to help me I can do that! Embrace the challenge Temporary setback Wondrous approach to work

7. “ AHA ” MOMENT

8. Self Assessment Positives Can change What it provides you What can you learn Negatives Can’t change What it doesn’t provide What can you learn

9. Summary Stage 1 – Analysing Stage 2 – Understanding Stage 3 – New Knowledge Stage 4 – Your strategy Stage 5 – Action

10. Customer/work colleague (Immediate Attention) Personal safety and trust your instincts Stand up and take time out if necessary Ask yourself and/or other person What are you really looking for? Ask yourself and /or other person What more could you do? Put it in writing Additional Tips

11. Solutions at Work Colleagues or boss Take time to think Be proactive and try again from different angle Focus one step at a time Think creatively for a solution Employees Shy Person – often self-esteem Praise for positive behaviour Is additional training needed

12. Understanding Acknowledge - Negative Energy – Individual/Organisation Acknowledge - Mis-aligned goals/outcomes/values Self-Belief – Success thinking - Use affirmations and visualise success If something is not working, are you flogging a dead horse Criticism – Can be a gift – maybe change is needed – (I’M NOT OK) Integrity – To yourself and others Treat others as you would like to be treated. Recognise – Male /Logic – Female/Emotion Give yourself permission to deal with the situation/ change/miss-take Reward/pamper yourself White Light/Pink Bubble OR Swish Away WALK AWAY TALL IN LIFE…LEARN THE LESSON

13. NOW WHAT What’s happening for you? Where do you want to be?

14. www.attitudespecialist.co.nz14 Last Session Think your situation through with your new knowledge Re listen to webinars Re-read bonus materials Talk to positive support person Decide your action Just do it!

15. Additional Help One on One coaching Other Webinar programmes Think Positive to be a Success XFactor Confidence – Use your secret ingredient to make you more money Online programme – Attitude Training Social Media/Weekly quotes