Working with Difficult and Challenging Personality Types

Brenden McDaniel

Challenging behavior: Gives us an opportunity to test our communication and client skills – understanding their unique, behavorial triggers. So we want to find the connect before the intervention begins.

Our Focus Today:

The Hierarchy of Needs

Five Step Process of Intervention and Rapport Building

Four ways to boost satisfaction

Four A's on Dealing with Stressful Situations.

Maslow's Hierarchy of Needs: People are good. Give people affection and security and they will give affection and be secure in their feelings and their behavior.

Some people may be in lives they did not expect to be in or be a good fit, but we have to deal with all sorts of challenging people in life.

The pyramid:

Bottom is Physiological, Safety, Love, Esteem, Self-actualization

When something is not “right” on the pyramid, we fall. Something “missing” causes collapse.

He based his study on people like Einstein and people he knew. Einstein was diagnosed with ADHD.

The quicker we can understand the level of someone's needs, the more we can help them.

Physiological: When we skip a meal, feel sick, have a migraine, finding shelter....we become irritable. A homeless person might not accept a job as they WANT a place to live.

Safety: Job security, safe neighborhood... people who are abused might isolate themselves or feel vulnerable out in the world.

Emotional: We need to have companionship and feel part of something. People that “hoard” animals want to feel love from the animals but might be doing more harm.

Esteem: Respect from others, status, fame, confidence, competence. When we lack esteem, we feel inferior, weak and helpless.

Self-Actualization: most sophisticated need!

The 5 Step Process to Build Trust:

1. Listening – Active and Empathic.

2. Acknowledge – Diffuse the emotion and place yourself in their shoes

3. Clarify

4. Present a Solution

5. Lead by Example – be aware of our demeanor. Maintain assertiveness and communication.

If we can show empathy and interest in the workplace, it can help with challenging behaviors.

Four As

Avoid, Alter, Accept and Adapt

Avoid: the hot topics. Put the emphasis on the client's values. One person might act out at work because of......expect the unexpected.

Alter: Ramin calm and respectful at all times. Be aware of body language, be willing to compromise, seek a win-win for the situation.

Adapt: Focus on the positive. Set reasonable standards and know that everyone is wired differently.

Accept: Remember that “what does not kill us makes us stronger.” Focus on control. We can only control OUR own actions. Schedule relaxation time time, and reward goals.

Brenden then addressed real situations. The audience shared situations.

Someone asked about dealing with adult bullies. He said all we can is how we react to the person. Do we document things? He suggests addressing the person and take them aside. It's hard to be mad at somebody who's being nice to you.