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Personality Clash: Difficult People and Situations 2 (14 minutes)

Anne and Kim are very different both culturally and in their work styles. Kim is annoyed by Anne’s attitude insensitive comments and her need to have hard copies rather than just use electronic versions. Anne who is new feels that it is Kim who 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 in which they give each other feedback discuss their differences and come to a resolution for an effective working relationship.

Key Learning Points:

  • Start positively
  • Acknowledge the past without blame
  • Establish goals for effectiveCommunication
  • Give positive feedback
  • Start with specific issues
  • Listen and acknowledge
  • Agree and move on to next item
  • Make practical suggestions
  • Be calm and explain providing reasons
  • Provide encouragement
  • Be sensitive with feedback concerning hygiene
  • Explain carefully
  • Ask for feedback
  • Apologise for inappropriate actions
  • Remain calm and open
  • Offer to change
  • Give thanks for feedback
  • Summarise and praise
  • Reinforce goals and actions for the future


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