MOTIVATING, LEADING AND MANAGING DIFFICULT PEOPLE
Talia Fox, M.Ed.
CEO, KUSI Training
www.kusitraining.com
Learning Objectives
Examine common types of difficult people and associated strategies to motivate them
Explore the power relationship between boss and subordinate and the “power questions” that improve this relationship dynamic
Examine communication techniques to diffuse conflict
Explore strategies to motivate and engage ANYONE
Get It Out!
What types of people are difficult?
Why Are People Difficult?
What are some of the underlying reasons for difficult behavior?
Managing and Leading Difficult People
• What is the challenge?• What type of difficult person are you dealing
with?• What is your role in the conflict?• How do your values/perceptions impact your
behavior?• What part of the conflict to you agree with?• What is the bigger picture? What is the goal?
Specific Techniques That Diffuse Conflict
• Define conflict• Identify the nature of conflict• Show empathy• Ask questions• Offer suggestions (Not advice)• Understand the role of values, biases, history,
culture, etc.
Talia’s Leadership Model
Form
Reactions
Behaviors
Choices
You
ThemIt
Managing Your BossThe ideal relationship is an interdependent relationship:
1. Expressed mutual needs2. Expressed mutual goals3. Expressed mutual respect4. Expressed mutual dependence
Competence = ServiceYour Boss Is Your Customer!
• What are your boss’s priorities and goals?• What pressures does he/she face?• What is his/her communication style and
preferences?• How does your boss like to work?• What are your boss’s weaknesses and
strengths?
Top Professional Influencers
1. Competence2. Trustworthiness3. Expertise4. Likability5. Composure6. Sociability
Authority and Positional Power is not on this list?
An “A” in Powerful Communication Techniques
• Ask• Absorb• Agree• Add
Shift From Amateur to Professional
Amateur• Has knowledge• Has awareness• Has great ideas• Follows job description• Stays in comfort zone• Collaborates• Understands the power of individual
contributions• Has values
Professional• Turns knowledge into practice• Articulates and implements
awareness• Expresses ideas and Motivates others • Aligns with personal/professional
values Seeks challenges to grow and innovate
• Leverages resources and shapes opportunities
• Liquidates collective value• Makes choices based on values
How to Motivate?
• Be influential• Learn more, teach less• Motivational interviewing
techniques• Know that others are
motivated by different things
• Create relationships and partnerships
What is
power?
Ability to get things done
Capacity to influence outcomes
Exercising authority
Controlling one’s
environment
Sources of Power
• Personality• Information• Connection• Idea and Innovation• Communication • Confidence • Past performance• Unique Value• Organization
• Resource• Silence• Charisma • Emotional intelligence• Organizational Awareness • Availability• Internal resilience• Crisis management• Relationship Building
