1. www.difficultpeoplehelp.com1 Dealing with Difficult People and Tricky Situations Module Two Janice Davies ATTITUDE SPECIALIST janice@attitudespecialist.co.nz

2. www.difficultpeoplehelp.com2 Recap Who are these Difficult People Personal/Professional Life Assessed you Assessed them Thinking time

3. www.difficultpeoplehelp.com3 Around for 100’s Years

4. www.difficultpeoplehelp.com4 Traits Owl Wise Quiet Eagle Vision Focused Dove Peace Caring Love Peacock Showy Noisy Colourful

5. www.difficultpeoplehelp.com5 Work Owl Analytical Accounts Technical Eagle CEO’s Managers Team Leaders Dove Caregivers Teachers/Nurses Customer Service/ secretaries Peacock Sales/Marketing Entrepreneurs Musician

6. www.difficultpeoplehelp.com6 Characteristics Eagle – Cars Jaguars BMW Mercedes Owl – Clothes Conservative Browns Old Fashioned Dove - Pictures Family Pets Loving Peacock – Workspace Messy Files on floor Never at desk

7. www.difficultpeoplehelp.com7 Conflict Types Blame Others Drama Queen Poor Me Ignore

8. www.difficultpeoplehelp.com8 Decisions and Communication TELLTELL ASKASK Logic = Head * Short/sharp words Emotion = Heart * Feeling/fluffy words

9. www.difficultpeoplehelp.com9 Who are YOU? Your job On your wall Your car Your clothes Your communication Your conflict style

10. www.difficultpeoplehelp.com10 Who are they? Their job On their wall Their car Their clothes Their communication Their conflict style

11. www.difficultpeoplehelp.com11 Who/what are they? Eagle Eagle/Owl Eagle/Peacock Eagle/Dove OR ???

12. www.attitudespecialist.co.nz12 Next Session Take some action Think your situation through with your new knowledge Observe them and you Talk to positive person (support) Take notes….do something different