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Office Address:
8873 Golf Circle
West Des Moines, IA 50266
Phone: 515-987-7882
Toll Free:
1-866-225-1249
Fax:
515-987-7883
info@inspiringsolutions.com
www.inspiringsolutions.com
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October 2004
- Volume 17 |
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Last month we held
our first reader survey and what a great response! Thank you.
The response to the statement: “I often put off tasks that are
unpleasant or difficult” are as follows:
Yes - 60% : No - 40%
So, what are you putting off today?
I suggest you finish reading this newsletter, then take
immediate action!
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A few verses to
motivate you and other people at work or home!
“Those who hate you don’t win
unless you hate them – and then you destroy yourself.”
Richard M. Nixon
“Consider how hard it is to change yourself and you’ll
understand what little chance you have of trying to change
other.” Jacob M. Braude
“Those who distort the golden rule to say “those who have the
gold, rule” eventually find that the only place they rule is in
the kingdom of self.” John R. Noe |
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It can be real scary
to deal with difficult people, whether they are coworkers,
customers, family members, or friends. You never know what else
they might say or do to further complicate the situation or
cause you more frustration.
Sometimes walking
away from the person without saying anything is your best
solution, keeping your comments to yourself. But if that person
is important to you, withholding your feelings may cause you to
feel angry or distant about your relationship. In some
relationships, you really don’t have a choice. If you are
responsible for working together with that difficult person or
even living together, you need to learn how to cope and/or
influence his/her behavior.
In “Bad Apples” a
video-based training program I wrote and present as a workshop,
we identify some of the most difficult characters that you may
encounter and what to do about them. First of all, before you
say or do anything, it’s important to stop and think WHY they
might have such a bad attitude or personality. Sometimes,
thinking about the situation from their perspective helps to
address the problem.
In this issue, we
are giving you a sampling of those characters, why it happens
and what you can do about it. This is one of the reproducible
handout exercises you get when you purchase “Bad Apples.”
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Character |
Why it happens: |
What to do about it: |
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The Quiet One |
Bored… |
Gain interest by
asking for opinion. |
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Indifferent… |
Question the person next to this
person. Then ask the quiet one to comment on the view
expressed. |
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Timid… |
Compliment the first time this
person contributes. |
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Superior… |
Indicate respect for this
person’s experience, then ask for ideas. |
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Stubborn |
Can’t or won’t see the other side… |
- Ask other members of the
group to comment on the ideas.
- Remind the person that
time is short and suggest they accept the group consensus
presently. Indicate your willingness to talk with them at
a later time.
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The Heckler |
Good natured, but is distracted by job or personal problems… |
- Keep yours and others’
tempers under control.
- Honestly agree with one
idea, then move to something else.
- As a last resort, talk
privately with this person to determine what’s bothering
them.
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The Rambler |
Has
good ideas, but doesn’t get to the point… |
- When there is a pause for
breath, thank this person, summarize the point made,
refocus attention, and move on.
- In a friendly manner,
indicate that we are a little off the subject.
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Conversationalist |
Side chatter is usually personal, but distracting… |
- Don’t embarrass, but call
this person by name and ask an easy question.
- Call this person by name,
restate their last opinion expressed, and ask for their
opinion.
- Participation is the best
cure. Include this person in the discussion.
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The Whiner |
Has
a pet peeve… |
Point out that
the problem at hand is to operate as efficiently and
cooperatively as possible under present circumstances. |
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Gripes… |
Indicate that you’ll discuss the
personal problem with them privately at a later date. |
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Has a legitimate complaint… |
In some cases, it is helpful to
ask the group to respond to their complaint. |
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Personality Problems |
Some personalities just clash, causing a danger to the
success of the meeting… |
- Maximize points of
agreement; minimize disagreements. Draw attention to the
objective at hand.
- Pose a direct question to
an uninvolved member on the topic.
- Frankly state that
personalities should be left out of the discussion.
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Wrong Track |
Brings up incorrect ideas… |
- Say, “That’s one way of
looking at it,” and tactfully make any corrections.
- Say, “I hear your point,
but can we deal with our current situation?”
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The Know-It-All |
Highly motivated… |
Slow this person
down with some difficult questions. |
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Show off… |
Say, “That’s an interesting
point. Now let’s see what the rest think.” |
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Well informed… |
Draw upon their knowledge, but
relay to the group. |
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Just plain talkative… |
In general, ask the person a
direct question to refocus them on the task or decision to
be completed. |
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Use it yourself or schedule the
program’s author, Michele Matt to teach your managers and/or
employees how to deal with difficult people using
Bad Apples™: How to Deal with Difficult Attitudes.
This award winning program is an
excellent resource for any motivational training, such as:
Supervisory, management and leadership development
Customer service training
Team building
Purchase or rent Bad Apples™ and
you will receive the following:
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Facilitator’s Guide – instructions to conduct this as
a 90-minute or 4-hour training program.
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VHS video
– (23 minutes) Five scenarios demonstrating how to
confront difficult coworkers, customers and even bosses!
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5
industry-specific situations: Manufacturing, banking,
retail, health care and food service
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Reproducible handouts and exercises for group training
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Self-study
workbook for individual learning
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“Attitude:
The Choice is Yours” book (additional copies for each
learner are recommended)
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Apple -
job aid with the 5 steps for turning bad apples into good
apples
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As
always, we offer FREE
previews on the Bad Apples training program!
Plus, FREE shipping! Order below or call us today at
866-225-1249. |
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This month’s feature product, Bad
Apples™ is on sale through November 15:
| |
Regular Price |
Sale Price |
Order Now! |
| Rental – 5 days |
$195 |
$145 |
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| Rental – 30 days |
$395 |
$295 |
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| Purchase |
$695 |
$495 |
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Workshop with
Michele |
Varies |
Plus,
FREE Bad Apples™ Kit worth
$695! |
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