Personality Clash - Difficult People and Situations Series

Learn how to open discussion where feedback is welcomed and differences open for discussion in order to build effective working relationships.

In this case study, Anne and Kim are very different culturally and in their work styles. Kim is annoyed by Anne's attitude, insensitive comments and fashion clothes.

Anne, who is new, feels that Kim does not fit in well, and is frustrated by her messy desk and personal hygiene issues. Their relationship is spinning out of control. Anne takes the lead and sets up an open discussion where they give each other feedback, discuss their differences and come to a resolution for an effective working relationship.

This is broken into two sections to accelerate understanding:

Part 1 - Communication Breakdown
Part 2 - Feedback and Resolution

Key Learning Points

1. Start positively
2. Acknowledge past without blame
3. Establish goal for effective communication
4. Give positive feedback
5. Start with specific issue
6. Listen and acknowledge
7. Agree and move on to next item
8. Make practical suggestions
9. Be calm and explain why
10. Provide encouragement
11. Be sensitive with hygiene feedback
12. Explain carefully
13. Ask for feedback
14. Listen and acknowledge
15. Apologize for inappropriate actions
16. Remain calm and open
17. Offer to change
18. Thank for feedback
19. Summarize and praise
20. Reinforce goals and actions for future

Target Audience

Ideal for managers and staff at all levels for use in staff meetings, development sessions, and training workshops.