Taking a Different Look
What is the first step in overcoming difficult people in the work environment?
Understanding what we mean by difficult people.
Was Dianne actually difficult?
Yes. But Dianne was extremely passionate about her profession and experienced great benefit from the understanding and considerable respect shown by the leaders.
What are pain points?
Behaviours that give us grief.
What is the first thing we should be aware of when understanding our team?
Making assumptions.
What does it mean to depersonalise it?
Removing yourself from other peoples feelings, responses and moods. Areas you cannot control as a leader.
Complete this statement: "Are people difficult or are they....................................................?
Just different to us, and see things differently to how we do?
What was Dianne struggling with outside of her work?
Divorce.
Is the diligence and care shown toward the E block facilities a pain point for Mr Gregson?
Yes.
What do influencers fear?
Rejection.
Why is rapport important?
Builds confidence, respect and understanding within a team.
The quote form Robert Dilts states, "Flexibility comes form having multiple choices; wisdom comes from having............................
Multiple perspectives.
What was the general consensus about Dianne shared by staff other than the principal?
That Dianne was just difficult.
List 3 of the common pain points for the judge and juror?
What do dominators hope to gain?
Power, control, social status and influence.
What disposition was evident within the story of Dianne?
4. Deepen your empathy.
What do we need to be extremely aware of when we a playing the role of judge and juror in our leadership position?
Drawing conclusions too early. Suspending judgement gives us the capacity to work with others and strengthen relationships.
What personal areas were impacted by Dianne's situation?
trust, perceived success, confidence and self-belief.
What is the goal for leaders in managing behaviours?
Understanding the people and behaviour. Acknowledging where the behaviour comes from and moving the person into a problem solving position.
Whats is the DISC model?
Dominance, Influence, Steadiness, Conscientiousness.
What are the dispositions of 1-5?
1. Depersonalise it, 2. Develop rapport, 3. Demand what's right, 4. Deepen your empathy, 5. Deploy self-regulation.
What are five possible ways in which difficult people are described?
Blockers, Resisters, Demanding, Uncooperative and Painful.
What lessons can we learn from this case-study?
Patience, understanding, respect, compassion, communication. Professionalism can be expressed in many different ways.
What do we need to be willing to do to become self aware of our pain points?
Move outside of our own thoughts and feelings. Seek further information about our colleagues and better understand our team.
What are the 7 stages of concern?
Unconcerned, Informational, Personal, Management, Consequence, Collaboration, Refocusing.
What are dispositions 6-10?
6. Don't take yourself too seriously, 7. Discover support networks, 8. Demonstrate compassion, 9. Display patience, 10. Devote yourself to letting go.