Identify and explain the principles of Dealing with Difficult Behavior

• Use Conflict as a Natural Resource. People who work together have different perceptions, and it would be unnatural if they did not disagree from time
to time. The conflict generated can be a first step on the road to improving communication, solving a problem, and even building trust and cooperation. Avoidance or hiding conflict can be much more damaging in the workplace than facing it and dealing with it appropriately. You may even find that proverbial silver lining in a dark cloud.
• Don’t React. Take time to cool off and gather your emotions. The most
natural thing to do when faced with a difficult person or situation is to react.
Give yourself time to think and remain focused on identifying the real needs
and interests of the other person and yourself. Deep breathing and counting
to ten is very helpful.
• Deal with Feelings. Helping the other person identify or acknowledge their
feelings tends to reduce the intensity of those feelings and allows the person to focus on the underlying issues. By encouraging and permitting the
expression of negative feelings without fear of reprisal or punishment, you
have increased the probability that your similar emotional expressions will
be better accepted.
• Attack the Problem, Not the Person. Keep an objective eye on the problem
and detach any feelings about the person presenting it. Try to understand
what the actual problem is and generate possibilities for settling it. Don’t
attack the other person and try to see the situation from their point of view. If
you make assumptions about their behavior, verify by asking or repeat what
you thought you heard. Show respect, try not to interrupt, and avoid using
hostile words that inflame.
• Practice Direct Communication. Speak directly to the other party. Use “I”
statements and be clear about points of agreement, about purpose, and about
needs. Use body language to show support and attention. Ask questions to
clarify and paraphrase what the other person is attempting to communicate
to you. Ask problem solving questions. Other people can provide you with
some very important information about yourself, positive and negative, and
you can provide equally important information helpful to them. Words alone
do not convey this information, so be aware of your body language and tone
of voice.
• Look Past Positions to the Underlying Interests. A position is someone’s limited view of what solution is necessary to meet a particular need. Until the
needs and interests of each of you are ascertained, it is not possible to generate options that will be mutually beneficial and agreeable. Try to identify
the other person’s physical or psychological needs, along with your common
interests. You can bring these interests to the surface or you can leave them
submerged only to emerge in unmanageable ways later.
• Focus on the Future. Proving or disproving past allegations may not be of
value to a continuing relationship at work. Give the other person ownership
in the resolution. Don’t sell your ideas but engage in a joint problem solving
discussion. Ask what’s important and be sure agreement is reached in dignity
and respect for each of you. Any ongoing relationship you have with someone
is longitudinal and can be altered to be constructive and improved. What just
happened may be important or it may be trivial depending on how you want
to make it appear just now. Remember, in a marathon you must pace yourself
and believe that things will improve if only you give it the chance.

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Titany answered the question on November 29, 2021 at 11:32