...years tenor; I have supervised, work alongside and been the subordinate of some of the most difficult characters you will ever want to meet. Although, I will only mention a few such as; the manipulator, perfectionist, the defiant one, irresponsible, chronic complainer, procrastinator, substance abuser and thief these are just a few … there still remains too many to name. Conflict in the workplace is a painful reality and a key reason for poor productivity and frustration. Do you have people in your workplace that cause problems for everyone else? Do they create additional work for others? One point is clear--conflict does not magically go away and only gets worse when ignored. Certain types of workplace conflict are readily identified. Other forms of conflict may not be so easily detected. Small, irritating events such as negative attitudes occur repeatedly over time and can cause people to strike out at each other. In many cases, conflict occurs at the senior level of the organization. In these situations some kind of intervention is needed. First there is the manipulative employee this person thinks everything is all about them. At best, they're backbiters, but more often than not they keep score and seek payback years after a perceived slight. Such people are hollow at their core and don't know how to form stable relationships. Don't share personal information with such people, because they'll use it against you. Manipulators can be charming and might succeed in sales...
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...Dealing with difficult people not only tests our faith in God, but it also puts our witness on display. One biblical figure who responded well to difficult people was David, who triumphed over many offensive characters to become king of Israel. When he was only a teenager, David encountered one of the most intimidating types of difficult people—the bully. Bullies can be found in the workplace, at home, and in schools, and they usually frighten us with their physical strength, authority, or some other advantage. Goliath was a giant Philistine warrior who had terrorized the entire Israelite army with his size and his skill as a fighter. No one dared to meet this bully in combat, until David showed up. Before facing Goliath, David had to deal with a critic, his own brother Eliab, who said: "I know how conceited you are and how wicked your heart is; you came down only to watch the battle." (1 Samuel 17:28, NIV) David ignored this critic because what Eliab said was a lie. That's a good lesson for us. Turning his attention back to Goliath, David saw through the giant's taunts. Even as a young shepherd, David understood what it meant to be a servant of God: "All those here will know that it is not by sword or spear that the Lord saves; for the battle is the Lord's, and he will give all of you into our hands." (1 Samuel 17:47, NIV). While we should not respond to bullies by hitting them in the head with a rock, we should remember that our strength is not in ourselves, but in the...
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...and Hobbies: I love playing hockey. I play for Luton and im currently captain for the second ladies team. I love being outdoors and trying new things and meeting new people. I also plan to do the NCS programme this summer. I am a hardworking, independent student and always work to the best of my ability. I am very honest and trustworthy and am good at dealing with difficult situations. Furthermore I am very sociable and like meeting and talking to new people. Phone number: 07806435442 Email: nadinebaxter7@gmail.com My CV Name: Nadine Baxter Date of birth: 23/04/1999 Schools attended: Beecroft lower school, Streetfield middle school and Manshead Upper school. Grades achieved: Ict-C grade (Currently taking GCSE) Previous Experiences: Completed Duke of Edinburgh bronze award, Worked in Oxfam for 6 months stopped due to needing more study time. Interests and Hobbies: I love playing hockey. I play for Luton and im currently captain for the second ladies team. I love being outdoors and trying new things and meeting new people. I also plan to do the NCS programme this summer. I am a hardworking, independent student and always work to the best of my ability. I am very honest and trustworthy and am good at dealing with difficult situations. Furthermore I am very sociable and like meeting and talking to new people. Phone number: 07806435442 Email: nadinebaxter7@gmail.com My CV Name: Nadine Baxter Date of birth: 23/04/1999 Schools attended: Beecroft lower school, Streetfield...
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...The High Art of Handling Problem People Dealing with difficult people is a special skill—and an increasingly necessary one. By Hara Estroff Marano, published on May 01, 2012 - last reviewed on July 02, 2012 The walk-in medical clinic was about to close for the day when Susan Biali got a call from one of her longtime patients. Could the doctor please hang in a bit longer? The caller was feeling very ill and needed to see her immediately. An exhausted Biali extended her already burdensome day and waited for the patient to arrive. Some time later, the woman sauntered in; she was perfectly fine. She just needed a prescription refill. "She totally lied to me," the Vancouver doctor recalls. "Afterwards, I was so upset that the degree of my reaction troubled me. I'm a general physician with some training in psychiatry. Yet I couldn't put my finger on exactly why I was so bothered. I thought it was a flaw in myself." Eventually, she identified what set her off: "You think you're in an innocuous situation—a typical doctor-patient encounter. But the woman took complete advantage of my compassion. Then, not only wouldn't she acknowledge the lie, but she looked at me blankly and demanded, 'Can't you just move on and give me my prescription?' She made me feel that I was the problem." Bottom of Form Ever wonder how an encounter goes so quickly awry? Doubt your own perceptions? Feel thrown totally off balance by another person? Find yourself acting crazy when you're really a very...
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...Working with difficult people: Identifying Difficult People • Elements of a cohesive team • Leading teams: Fostering Effective Communication and Collaboration • Effective team Communication • Customer service over the phone Basic Presentation Skills: Delivering a presentation In this module you are basically learning techniques on how to deliver presentations accurately and professionally. One of the first things to overcome is stage fright, once you recognized the phases of stage fright you can overcame any remaining fears by using relaxation and visualization techniques, shifting your perspective, controlling your behavior, and simply being yourself. Two important components of presentations are verbal and nonverbal skills. Using gestures and movements engages the audience and helps you emphasize certain points you want to make. Avoid distracting behaviors such as fidgeting, and use facial expression and eye contact to communicate friendliness and confidence. Another aspect of giving presentation is being able handle audience questions. Invite questions by using transition statements or proposing a topic you might want to elaborate on. Be careful when addressing each individual, don’t change characters when taking questions or be dismissive of people’s opinions. You should not be afraid to admit that you don’t know the answer to a question and be prepared to deal with tough or relentless questions from one questioner. Working with difficult people: Identifying...
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...Difficult People Marvin D. Cofield Jack Welch Management Institute Professor Ardith Bowman JWI 505 Business Communication 10 Feb 2013 Difficult People My topic of choice is on “How to deal with difficult people and their decisions even when they are your boss?” The reason I chose this topic is because I’m quite sure I’m not the only one that has had to deal with someone in upper management that is stubborn and difficult to deal with and the decisions that they make just make no sense whatsoever. This paper follows Munter’s Tell/Sell style of presentation (Munter, Ch 5 pp.86). I will attempt to capture the attention of the audience and show how the topic relates to them. The mental and emotional connection is the level of stress and anxiety most people get from being in the position and how to deal with it. The stress of not being to state the issues to the boss for fear of reprisal. I think this should be an interesting topic to speak on and share my experiences and results. Even if some haven't had the misfortune of ever being in that position, I'm sure just hearing what others have to say on the topic will be beneficial in some way. We have all been there at some point in our lives at one time or another and if you haven’t, consider yourself blessed and very fortunate. Dealing with difficult people. Even if you haven’t been on the job for a real long time, it is very unusual to have not found someone in the workforce that you can consider difficult to deal with...
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...Tips in Motivating Customer Service Employees Customer service is a growing industry today, and it can be daunting to not only teach people how to face clients, but to actually expect them to get the courage to speak to clients at all. Customer service can be difficult since it operates on many different fronts, and you need people who are willing and able to take the stress of dealing with many different kinds of clients. From patient and gentle people to those who are short of insulting people on the phone. You will need to motivate your customer service employees on two principal fronts: in dealing with customers, and in staying on the job even after all the stress. As the leader of a group of customer service employees, you will need to constantly motivate your team to work hard, and to keep on working no matter what. It will be difficult to maintain their level of energy throughout their stint as customer service employees. Here are a few tips to help you motivate them. - First, recognize that you need to do motivation training, and motivate your crew, from the very beginning and through the job. You cannot simply motivate your people once, and then move on to other people and leave the team, expecting it to succeed after a single lesson. You will need to keep on motivating your team, especially since every single customer is different. You will have easy customers that can encourage your team, but there will be clients that will be extremely critical and angry...
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...employees or teams look forward to guidance and leadership. This paper will focus on the role of the manager figures. In their everyday operations, managers are faced with many ethical and moral decisions meant to move the organization forward. This means in making important decisions for the organizations, managers are likely to be faced with many challenges. These decisions are meant to move the company forward and can affect the company as well as employees and customers. When making these decisions managers usually think about the various outcomes and how everyone associated with these decisions will be affected. I have been through some ethical decision making as a manager for the company that I work for, making some decisions are difficult because you know that the outcome will change someone’s livelihood and will affect them maybe even mentally. I truly believe that when a manager or a supervisor are placed in these positions they should go through various training and ethical testing process. When an employee or a lower level employee sees a manager doing something unethical in the workplace they will lose all respect for that individual, so a manager needs to carry themselves with honor and humility so that others will notice and will trust them to make decisions. When looking over society and the adverse of some of the managers and upper level figures being in the news for committing crimes against the consumers as well as the company they represent can put a bad...
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...MALAYSIA (FIMM) SEMINARS 2013 Promenade Hotel, Kota Kinabalu 29th August 2013 DEALING WITH DIFFICULT PEOPLE Prof Emeritus Dato’ Dr Sheikh Omar Abdul Rahman SOAR Consultings Sdn Bhd www.soarconsultings.com drsoar@soarconsultings.com drsoar@gmail.com 019 2010757 SOAR TO THE TOP from base camp to summit Professionalism Professionalism Success Professionalism Success Professionalism Success Professionalism Success Professionalism Success DREAMS AND GOALS LEADERSHIP FORUM, INTERNATIONAL CONFERENCE ON THINKING 2009 (ICOT), KUALA LUMPUR, MALAYSIA, 23 APRIL, 2009 SCOPE • • • • • • • Achieving win-win Understanding difficult behavior The four styles of communication Four kinds of difficult employees Handling difficult behavior Handling conflict & confrontations Eight tips for dealing with difficult people at work ACHIEVING WIN-WIN Theodore Roosevelt US President The most important single ingredient in the formula of success is the knack of getting along with people. UNDERSTANDING DIFFICULT BEHAVIOR DIFFICULT PEOPLE • are only happy when they’re unhappy and bringing down everyone else around them too. A Difficult Person Someone who, whether consciously or unconsciously hinders or disrupts the advancement of productivity at the work place What’s your definition?? How does it affect you? When someone is behaving difficult, how does it affects you? Does it affect your performance and/ or reputation? ...
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...Executive Summary The legislation of insider dealing in Hong Kong is aimed at prohibiting the misuse of particular information about a listed company’s affairs by persons connected with that company, who are in possession of that information, using it or encouraging others to use it for the purpose of trading in the company’s stock to make a profit or avoid a loss. The law of insider dealing is comprehensive in proving contravention of ordinance by covering five essential elements, including mental intention, connected persons, relevant information, dealings of securities or derivatives and securities. However, execution is difficult in Hong Kong. This report aims to investigate the causes for the low effectiveness of the law. It begins by defining the law of insider dealing, followed by analyzing the credits and defects of the existing law. It then focuses on addressing the issue of difficulties in enforcing of the law of insider dealing in practice. Credits of Existing Law The existing law is appropriated in terms of independent tribunals, strict penalties, and dual civil and criminal regime for fighting against insider dealing. Details will be discussed in later text. Defects of Existing Law Four perspectives of defects of the existing law have been indentified and analyzed in details. Insufficient enforcement of law may be caused by the narrow definition of “Connected Persons”, lack of clear guidelines for civil and criminal proceedings, difficulty in proving...
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...How to Handle a Difficult Client Fundamentals of Organizational Communication BUS3050 Instructor: Len Sholtis March 16, 2012 Introduction Difficult customers come in a wide variety. There are those whose personality rubs you the wrong way. They may not be difficult for others, but they are for you. And then there are those who are difficult for everyone: picky people, know-it-alls, egocentrics, fault-finders, constant complainers, etc. Difficult customers deserve to be respected; however, they too must provide respect in return to the companies and /or individuals they are working with. Behavior of difficult customers can have a negative effect on a business. Their behavior can be the reason why customers stop patronizing a business. In this paper you will read how difficult people can be and how to handle difficult customers, without shouting or even getting upset. There are four steps that will be discussed on how to handle difficult customers in public places. The four steps are listening, identifying the problem, avoiding blame, and resolving the problem (Kahle 2002). Overview of the Organization and Case Study The organization that will be examined for this case study is Angels of Beauty Hair Salon. The mission of Angels of Beauty Hair Salon is to enhance a person’s beauty, both physically and spiritually to ensure he or she is confident and has beautiful, healthy hair. The owner of Angels of Beauty has been a hair stylist for over 15 years and has always...
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...Practitioner ensures the services they provide are timely and effective. Understanding Customer Needs for 3 different customers of HR Employees – Require information on employment contracts Managers – Require staff who can fulfill their job role efficiently and meet performance targets. Applicants – Require a clear induction policy and training plan taking their individual needs into account. Prioritising Conflicting Needs The needs of customers may sometimes be conflicting (for example, managers want production results and longer working hours whereas employees want more time off and focus on work/life balance). HR would ascertain which demands were the most urgent and important, taking into account the ease and speed of dealing with each issue whilst maintaining focus on the overall needs of the organisation. It is important to keep all customers informed of what HR can provide in the way of services and set realistic expectations. HR needs to be flexible, easy to contact and able to respond swiftly and effectively. However on occasions where the customer’s need cannot be dealt with promptly, a full explanation must be given along with estimated timescales for resolution. Effective Service Delivery Delivering Service On Time By prioritising needs, HR can ensure that issues are handled according to urgency. For example, taking into account the effect of each request on the business and considering: * Maintaining the wellbeing of employees * Organisational...
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...4DEP Level 3 – Kristen Landau A50445 CIPD Membership 45017870 Activity 1 Write a report in which you: Briefly summarise the HRPM (i.e. the 2 core professional areas, the remaining professional areas, the bands and the behaviours) The CIPD HR Profession Map sets out the activities, knowledge, behaviours and standards required for HR professionals to be successful in the workplace. The profession map can be used for personal and professional development. The map is set out in to three different sections which include ten professional areas, which are divided into four bands of professional competence and also includes 8 different behaviour styles. The 10 Professional areas: 1) Insights, strategy and solutions 2) Leading HR 3) Organisation Design 4) Organisation Development 5) Resourcing and Talent planning 6) Learning and Development 7) Performance and Reward 8) Employee Engagement 9) Employee Relations 10) Service Delivery & Information This describes what you need to do (the activities) and what you need to know for each area of HR profession at four bands of professional competence, as well as outlining the behaviours that you need to display when carrying out the activities. Two of these are considered the core professional areas Leading HR and Insights Strategy and Solutions. Leading HR acts as a role model leader which maximises the contribution that HR makes throughout the organisation. Insights Strategy...
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...ACKNOWLEDGEMENTS This thesis could not have been completed without the help and support from a number of people. First and foremost, I would like to express my sincere gratitude to Mrs. Hoang Tuyet Minh, my supervisor, who has patiently and constantly supported me through the stages of the study, and whose stimulating ideas, expertise, and suggestions have inspired me greatly through my growth as an academic researcher. A special word of thanks goes to other teachers of the Faculty of English at Hanoi Open University for their ideas, support, encouragement and help in supplying materials and their valuable suggestion for me to have this thesis accomplished. Thanks for encouraging of the students in Group of English language courses K2 to help me overcome difficulties to complete this thesis. Last but not least, I am greatly indebted to my family for the sacrifice they have devoted to the fulfillment of this academic work. This thesis cannot avoid limitation, so I wish to receive comments and opinions to make it better. Contents 1, Outline 3 2, Scientific notice 5 3, Article 6 4, Scientific report 10 5, Assignment 23 How to use body-language for second year major English students at Hanoi Open University effectively TABLE OF CONTENTS | | ...
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...have the support of the people and rule by commanding obedience through fear. In a conventional war military forces attempt to achieve strategic objectives against a recognized state. Irregular Warfare is when adversaries seek to isolate themselves from their external supporters and undermine their opponent’s legitimacy and credibility. Irregular Warfare is defined by the Department of Defense Directive 3000.07, (December 2008), as “A violent struggle among state and non-state actors for legitimacy and influence over the relevant population(s). Irregular warfare favors indirect and asymmetric approaches, though it may employ the full range of military and other capacities, in order to erode an adversary’s power, influence, and will.” There are specific applications of “keys to success”, in order to carry out the Irregular Warfare campaign. The two applications are unity of success and understanding the operational environment. Irregular Warfare is defined by Thomas Edward Lawrence, better known as ‘Lawrence of Arabia’, as “Granted mobility, security (in the form of denying targets to the enemy), time, and doctrine (the idea to convert every subject to friendliness), victory will rest with the insurgents, for the algebraical factors are in the end decisive, and in them perfections of means and spirit struggle quite in vain.” Thomas Edward Lawrence’s definition illustrates how unity of success is a vital part of the keys to success. Unity of success in dealing with the Irregular Warfare...
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