Jay Leno show-Dealing with Difficult
People
http://www.youtube.com/watch_popup?v=oOiD5T7Jsmk&vq=me
dium#t=34
Dealing with Difficult People
Improving Your Chance of
Success
• Everyone that works in the Public
Sector has to interact with people
• Eventually there will be someone that
will be upset about something
• Their anger will be aimed at whoever
they may see as someone who has
CAUSED or can SOLVE their problem
• The more upset they are - the
more unreasonable they can
be.
CONSIDERATIONS WHEN
INTERACTING WITH DIFFICULT
PEOPLE
• Where are you at?
• Are there other people around?
• Are your friends or co workers close?
• Are friends of the “problem person”
close?
• What does the person look like?
• Would you handle the situation
differently with those two people?
Its important to consider:
Personality
Gender
Culture
Age
WHAT TO DO WHEN
CONFRONTED BY AN
AGGRESSIVE PERSON
• Be Calm
• Be Confident
• The first few words and how they are said
often will determine a successful
resolution.
• Move the dialogue away from a crowd
• Identify yourself—if possible, offer a
business card
• Ask for their name. If comfortable and
appropriate, address them by their first
name.
• If the person is willing to talk
reasonably, listen to their complaint.
• Within reason, let them vent. However,
no cursing and no yelling.
• Don’t argue with the person.
• You have to make the decision, based
on what is in front of you on how to
proceed.
• Never risk being placed in harm’s way.
• Don’t hesitate to call Public Safety
General Information
• Consider language differences.
• Don’t let them get “under your skin”.
• Allow the person to speak but they must
allow you to speak as well.
•Try to understand their point of view.
They may be right—just handling it
poorly.
•Consider the long term impact of your
words, tone and gestures.
•Sometimes, an apology is all that is
needed to begin the repair process
Reduction in Police
Misconduct Complaints
WHY??
Audio and Video Taping
• If we know we are being recorded, it
changes the way we behave
Usually for the better!
Summary
• Take a deep breath
• Get your thoughts together
• Remember the first few words are
important
• Be CALM
• Be CONFIDENT
• Act as if you’re being recorded