People who demonstrate hostility, anger, or out of control behaviors.
Maintain control of yourself.
Move them to a neutral location.
Let them calm down.
Listen to acceptable communication, no disrespect.
Identify problem.
Discuss solutions and future preventions.
Discuss consequences of future bad behaviors.
People who demonstrate negative nonverbal communication.
· Bring to their attention their nonverbal communication.
· Let them know the conclusion you could have drawn from the nonverbal communication.
· Let them know the impact of the messages being sent.
· Let them know that their behavior is not an acceptable way to communicate.
· Discuss the cause of the negativity, not the emotions, and solutions.
People who are defensive or take criticism very personally.
· Acknowledge their perceptions.
· Let them know that you value their contributions.
· Depersonalize the conflict.
· Position yourself as a partner.
· Establish shared responsibility.
People who pursue negative confrontations.
· Insist that confrontations be dealt with in private.
· Respectfully discuss problem and solutions.
· Let them know that you appreciation their ideas.
· Discuss future way of communicating problems.
· Discuss consequences of future confrontational behavior....