03-11-2016, 11:51 AM
1463912985-DifficultCommunication.ppt (Size: 417 KB / Downloads: 3)
7 Types of Personality Types
Hostile Aggressives
Sherman tanks
Snipers
Exploders
Complainer
Clam
4. Super Agreeables
5. The Negativist
6. Know it all
7. The Indecisive
Hostile Aggressives Sherman Tanks
Characteristics
Seem to attack not an idea, but you personally
Intimidating
Base decisions on facts of the moment
Get impatient with anyone who doesn’t see it their way
Hostile Aggressives Sherman Tanks
Strategies for coping with Sherman Tanks
Stand up to them, but don’t get into right or wrong
Use phrases like: “I guess we see it differently. Now what’s our next step?”
Use their names when speaking
Say “_____, you interrupted me”
Be ready to be friendly- Sherman tanks back down when you earn their respect
Hostile Aggressives Sniper
Characteristics
Very strong sense of what others should do and think
Have to prove they’re right
Take cover under humor and sarcasm
Count on victim not wanting to make a scene
Hostile Aggressives Snipers
Strategies for coping with Snipers
Deal with them privately
Confront them and end with “Did you really mean what you said?”
Take away the joke - take away their cover
Deal with them every time they snipe
Hostile AggressivesExploders
Characteristics
Yell, cut you down, insult you
Seem out of control
Caught up in tantrums
Feel threatened and pushed to take action
Hostile AggressivesExploders
Strategies for coping with Exploders
Do nothing but look him in the eyes
Let exploder run down
Help them regain their self-control
Let them know you take them seriously
Try to find some privacy, then get the facts
Offer some concrete plan of action
2. The Complainer
Characteristics
Whining tone that blames or accuses
Feel like they have little control over their lives
Anything good that happens is attributed to luck or favors from others
Allows them to feel like victims
Wants the problem to be solved but counts on others to do it
Complainers
Strategies for coping with complainers
Listen actively, paraphrase back but don’t agree
Don’t agree and don’t apologize
Get them into a problem-solving mode
Ask open-ended questions or ask them to put the complaints in writing
Ask them what they want to accomplish with their complaints
3. The Clam
Characteristics
Silent, unresponsive
Achieving power by withholding communication from you
Don’t want to be blamed for wrong answer
May not know what’s going on at all
Clams
Strategies for coping with clams
Get them to talk with small talk
Pause
Ask open-ended questions
Assume “friendly, silent stare” – look expectant, but don’t make conversation
If no success, reschedule the meeting and state expectations for that meeting
4. The Super-Agreeable
Characteristics
Will agree to do anything you ask
Don’t follow through
Give excuses and re-commit
Work hard at making you feel liked
The Super-Agreeable
Strategies for coping with super agreeable
Let them know that you don’t expect miracles
Allow them the opportunity to be honest
Work for a win-win compromise
5. The Negativist
Characteristics
Pessimists
Tear down morale
Play to our despair
Feel like they have no control
Those with power can’t be trusted
The Negativist
Strategies for coping with negativists
Come back with a positive, realistic statement
Don’t argue with them
Don’t try to convince them they’re wrong
Ask “What’s the worst that could happen?”
Always be ready to take action on your own
6. The Know it AllBulldozers
Characteristics
They feel that they have THE right answer
Feel powerful
Don’t need others
The Know it AllBulldozers
Strategies for coping with bulldozers
Get them to consider alternative views
Don’t challenge their expertise
If you object, ask questions, don’t accuse
7. The Indecisives
Characteristics
Pleasant, supportive, listen well
Won’t take action
Too concerned about hurting someone’s feelings
Tend to avoid answering
The Indecisives
Strategies for coping with indecisives
Find out what’s really the reason they don’t decide
Help them lay it out for you
Give them permission to disagree with you
Thank them for their input
Describe what offends you.
Express how you feel.
Specify what you want the other person to change.
Outcome. Describe the desirable outcomes. Avoid threats.