How do you feel when dealing with your boss, your manager or your patients? If you are feeling ignored, patronised, used or dismissed after an interaction, then the chances are that you are "dealing with a difficult person".

We all recognise the signs - building frustration, strained communications and poor results; and that awful feeling in the pit of your stomach when you see them coming down the corridor towards you!

You're not alone - at a recent workshop with SpRs and Consultants it was the second most common issue delegates wanted help with. When we work with Management Teams they express similar problems, too.

At Inspire Change we maintain that there are very few truly difficult people; most issues stem from poor or non-existent communication. The good news is that we have some ideas to share with you and some tools you can download from our website that will really help you. www.inspirechange.com

Many of you have already completed our Communication Style Survey. Knowing what your preferred communication style is and flexing to meet the style of the "difficult person" will help grease the wheels of your interaction. What styles are the rest of your team?

Re-visit your notes and if you need help call us on 01908 511572 or email us info@inspirechange.com or your team members can click on the link above and get a personalised survey for just £10.

  
 

What's the real issue - ask open questions to discover more.

Listen really well to the answers -

  • paraphrase them to show that you understand
  • summarise as you go to check that you are on the right track

You don't have to respond straight away - ask for time to think and arrange when you will get back to them.

Remember - there are two sides to every story. Have you listened well enough? What do they think of you?

Run a development set (action learning set) and include them in your meeting - make them part of the solution.

Share what you know - you might change their minds.

Involve patients - help the managers understand the patient view - Can PAL help?

Actively seek out your difficult person. It may be counter-intuitive and they will be as surprised as you are, but we are all human and we crave positive contacts.

  • be pro-active - don't just go when there is a problem
  • share good news too

Use positive, confident language - this will be successful/will work here/proven in other hospitals/let's try it for six months.

  
 

Change my behaviour (What's your communication style - are you adapting to theirs/sharing what yours is?).

Gather evidence (facts and observed behaviour not emotions and opinions).

Identify mediator to help if you can't follow the steps below on your own:

  • Define the problem - work on one thing at a time
  • Select/prioritise - ask open questions to find out more (how, when, why, where, who, what)
  • Generate range of available solutions - agree actions
  • Don't ask them to change everything all at once - focus on one thing at a time
  
 
 

e: info@inspirechange.com
t: 01908 511 572

Inspire Change are experts in developing Healthcare Leaders. How can we help you?

  
 

NOTICE:
If you did not opt in to receive this newsletter or do not wish to remain on our list, then please 'reply' to unsubscribe@inspirechange.com or by clicking here we will unsubscribe you automatically.