...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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...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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...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 nice person? Manipulation comes...
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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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...Student’s Name Instructor’s Name Course Name Date How to Handle Difficult Behavior in the Workplace In the article, “How to Handle Difficult Behavior in the Workplace”, Tony Belak (2004) elaborates how to prevent negative and unproductive behaviors in the workplace that can lead to conflict. Tony strives to assist employees solve their conflicts when they happen instead of leaving them unresolved as unresolved conflicts can be costly to the organizations productivity. According to the article, conflicts can arise between institutions, between individuals in an organization or between organizational components. The article further states that conflicts have become part of the organizations daily duties, and managers should strive to resolve them immediately to avoid influencing other employees or bring loss to the organization. Difficult behaviors such as yelling, harassing or rudeness should never be ignored as they contaminate more employees and may inhibit performance in others. The author recommends different ways that individuals can use to handle difficult behaviors in the organizations. First, he recommends employees to avoid taking the actions of others personally. Tony insists that it is very easy for employees to label others as hostile, miserable or with other negative coloration, assuming every move their take will bring conflict. He advises these employees to take time and learn productive ways of creating good interactions, other than labeling others as...
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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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...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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...Viktor Frankl once said, “Man can preserve a vestige of spiritual freedom, of independence of mind, even in such terrible conditions of psychic and physical stress.” Dealing with stress is not the easiest thing to do, but to overcome it, one must first look at what causes stress, and then how to deal with it. What is most times thought to be the main cause of stress is only a small percentage of the true things that cause stress. Outdoor leaders are faced with stress everyday, and it comes in many different forms. The job of a responsible leader is to recognize that stress, whether it be with himself, some one else, or the entire group, and assist in relieving it as soon as possible and in the best manner available. Physical danger appears to cause most stress in the outdoors, but it is truly the ordinary things that cause the most stress and are the toughest to handle. It is not the most obvious and dramatical situations that cause us stress but rather the everyday trivial proceedings that seem to bring about the most stress. There are many factors that cause stress. Everything from ignorant people to poor planning and disorganization can inflict stress on a person. It’s difficult to list or describe the exact situations that cause stress because of the fact that it’s different for each and every person. Each person has their own pet peeves and annoyances, so it’s not the specific things, but rather the ideas of what causes stress that are of more importance. Nonetheless, physical...
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...Emotional Intelligence Name: Institution: Part 1 (a) – Skill Development Regulating my emotions was one skill I developed. After a close examination of my emotional intelligence survey results, I found myself weak in dealing with emotional conflict. More specifically, I would rather fester conflict than deal with it directly. I hate dealing with conflict that has negative impact on my emotions as a person. I would rather avoid than deal with it. However, if it was unavoidable, I would prefer to postpone. Thanks to my coach Molly Tang who helped me understand that sometimes we become strong and aware by dealing with conflict directly. The realization brought me to the reality that I perhaps needed to develop a schedule that would help me regulate my emotions as a person. My coach and friend helped me get through the schedule. Part 1 (b) – Schedule Review and Observed Changes I undertook breathing exercises three times a week. At first, the sacrifice was daunting and I found myself on a very hard schedule. To adhere to the journal, I had to develop personal discipline and this comes with courage and confidence. After every breathing exercise, it came to my knowledge that I felt like I had taken a nap. It was refreshing and re-awakening. After sometimes, I adjusted the breathing exercise to five times a week as it become easier and more familiar. I was now happy that could carry out the exercise with ease and still manage to keep the journal. A close review of breathing reveals...
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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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...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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...friends. Throughout the document, we will examine six different elements related to this situation that Jim is dealing with. By taking a look at the six elements regarding Jim’s behaviors, we will delve into the DSM-IV looking at each of the six elements and we will attempt to isolate the disorder in the DSM-IV that fits Jim’s situation. In these pages, it is hoped that we can find a rational explanation to what mental disorder Jim is dealing with as stated in the DSM-IV according to the definitions available. Lastly, we will examine the benefits and disadvantages of having the DSM-IV classify disorders according to the information-contained in-between the covers of the DSM-IV. Case Study Jim Abnormal, what is it and is it something that is a simple explanation or does the word abnormal have many different facets to its definition. The word abnormal has many different elements to its portfolio; abnormal is not a one-word answer to all situations making this word complex in all the possible ways it can be used from a simple abnormal case to abnormal adding a multitude of complex issues to one case. Although abnormal is a complex explanation, many professionals will agree that abnormal is the fruition of biological predisposition. It is worth noting at this point that mental disorders continue to become more challenging simply because of the inherent difficulties a person faces that struggles with a mental disorder. If a mental disorder is added to a physical disorder as well, it...
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...Summary of Experience Often times these troubled children are only looking for someone to care for them. These children mostly came from families lacking love and affection that they need and want. Many of the teens were placed in these homes because their families just didn’t care what they did. During this career path I was taught many ways to problem solve and work with these children. Working with troubled youth can be very challenging but you also see how rewarding and meaningful it can be. During this time I observed how the youth will try and test the patience of their authority and push many rules that are placed for them. While I was working with these children I realized that you really need to love working with children and want to help them. There are a wide variety of careers that involve providing direct care services to troubled youth. Some of the job titles that work with the troubled youth include case worker or case manager, residential counselor or group care worker, youth advocate and child care worker. I worked as a group care worker in a female teen group home. In this home the group care worker would teach and guide the teens with everyday living techniques and needs. This would be anything from cooking, school work, cleaning, finance and budgeting, and careers. The teens would look at their group care worker as a mentor. These teens had set rules to follow and chores that needed to be done daily. The girls found their lives very structured and we...
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...relates to the many different perspectives of leadership. “Leadership is defined as a process of influencing a group of individuals in order to achieve a set of common goals” (Northouse, 2004).When a person examines an issue whether it is dealing with today’s economy or an issue they are dealing with at home, one must examine the issue at hand and think about the good things and the bad things and examining the perspectives of leadership is no different. In this paper, I will be comparing and contrasting the different perspectives of leaderships as it relates to processes, roles, influences, and servant. The perspective of leadership is an issue that draws about many challenging questions such as, “What will a person have to posses to become a leader?” or “Is a leader born or made?” These are just some question that can arise when dealing with leadership development. When dealing with the process, it deals with what a leader has to undergo in order to become a successful leader in today’s society. For example, a leader must go through a development process in order to become a successful leader. This process will aid him or her in the way they live their daily lives and really answer questions about them of whether or not they are fit to be true leader in society. I believe that every person is not fit to be leaders, but they can learn the techniques and develop into a leader. “The trait perspective suggests that certain individuals have special innate or inborn characteristics or...
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...ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH ! CASE INCIDENT 2 OF CHAPTER 8 Slide 3: Q) From an emotional labour perspective, how does dealing with an abusive customer lead to stress and burnout? Dealing with day to day complaints is really a hard-hitting job, for a short period of time a person can preserve the patience but later it may lead to exhaustion. As the examples are already given in the case about few customer service representatives who had the effect of their stressful job in their personal lives. Some customers think that the representatives at customer service centre are not human beings and they start to abuse them very badly as if its their fault. The representatives also have emotions and they also do feel, dealing with complaints daily also hits the mind of the representatives and that may lead to exhaustion and a lot of anxiety. That results in anger at home, being rude towards everyone, becoming annoyed on small issues, leads one towards job dissatisfaction, makes one more sensitive and makes one always tensed and lead towards many diseases. Q) If you were a recruiter for a customer service call center, what personally types would you prefer to hire and why ? In other words, what individual differences are likely to affect whether an employee can handle customer abuse on a day to day basis? : ------------------------------------------------- Q) If you were a recruiter for a customer service call center...
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