Презентация - Dealing with

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Dealing with
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Слайд 1

Dealing with, слайд 1

DEALING WITH
How to bring out PEOPLE Y U the best in people CAN’T STAND at their worst
CASSINI NAZIR
@cassininazir

Слайд 2

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How to bring ou the best in peop at their worst

Слайд 3

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YOU’LL LEARN
WHY WHAT HOW
deal
Why otherwise What are the How to
normal people essentials ofwith the most behave terriblcyommunication common di cult people

Слайд 4

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MY STORY

Слайд 5

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THE FOUR INTENTS WHY Why otherwise normal people behave terribly

Слайд 6

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ASSERTIVEMORE
LESS
PASSIVE
AGGRESSIVE

Слайд 7

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TASK FOCUS
FOCUS
PEOPLE FOCUS

Слайд 8

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TASK
FOCUS
PASSIVE TASK-FOCUS PASSIVE PASSIVE PEOPLE-FOCUS
AGGRESSIVE TASK-FOCUS AGGRESSIVE AGGRESSIVE PEOPLE-FOCUS
PEOPLE
FOCUS

Слайд 9

Dealing with, слайд 9
TASK FOCUS
GET IT RIGHT GET IT DONE PASSIVE TASK-FOCUS AGGRESSIVE TASK-FOCUS
PASSIVE
AGGRESSIVE
GET GET ALONG APPRECIATED
PASSIVE PEOPLE-FOCUS AGGRESSIVE PEOPLE-FOCUS PEOPLE FOCUS

Слайд 10

Dealing with, слайд 10

TASK FOCUS
GET IT RIGHT GET IT DONE PASSIVE TASK-FOCUS AGGRESSIVE TASK-FOCUS
NORMAL
PASSIVE
AGGRESSIVE
ZONE
GET GET ALONG APPRECIATED
PASSIVE PEOPLE-FOCUS AGGRESSIVE PEOPLE-FOCUS PEOPLE FOCUS

Слайд 11

Dealing with, слайд 11

GET IT RIGHT
GET I
C
T
O
S
I
N
N
T
O
R
I
O
T
C
L
E
L
F
I
N
R
G
E
P
NORMAL ZON
G
A
N
I
T
T
K
E
E
N
E
S
T
I
L
O
A
N
V
G
O
E
R
T
P
T
P
I
N
A
G
GET APPRECIAT
GET ALONG

Слайд 12

Dealing with, слайд 12

GET IT RIGHT
GET I
C
T
O
S
I
N
N
T
O
R
I
O
T
C
L
E
L
F
I
N
R
G
E
P
NORMAL ZON
G
A
N
I
T
T
K
E
E
N
E
S
T
I
L
O
A
N
V
G
O
E
R
T
P
T
P
I
N
A
G
GET APPRECIAT
GET ALONG

Слайд 13

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Just do it! What s ne
GET IT ...
on the agenda?

Слайд 14

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Just do it! What s ne
GET IT DONE
on the agenda?

Слайд 15

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Just do it! What s on the agenda?
GET IT D
Given the gures an taking into account
GET IT ..
.

Слайд 16

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Just do it! What s on the agenda?
GET IT D
Given the gures an taking into account
GET IT RI T
GH

Слайд 17

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Just do it! What s on the agenda?
GET IT D
Given the gures taking into accoun
GET IT R
What does everyone think about this?
GET ...

Слайд 18

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Just do it! What s on the agenda?
GET IT D
Given the gures taking into accoun
GET IT R
What does everyone think about this?
GET ALONG

Слайд 19

Dealing with, слайд 19

Just do it! What s on the agenda?
GET IT D
Given the gures taking into accoun
GET IT R
What does everyon think about this?
GET ALO
We should do this.
GET ...
I ll tell you why ..

Слайд 20

Dealing with, слайд 20

Just do it! What s on the agenda?
GET IT D
Given the gures taking into accoun
GET IT R
What does everyon think about this?
GET ALO
We should do this.
GET APPRECIAT
I ll tell you why ..
ED

Слайд 21

Dealing with, слайд 21

Just do it! What s ne
GET IT DONE
on the agenda?
Given the gures an taking into account
GET IT RIGHT
What does everyone think about this?
GET ALONG
We should do this.
GET
I ll tell you why ..
APPRECIATED

Слайд 22

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TALKIN
GOOD
WHAT What are the essentials of communication

Слайд 23

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Слайд 24

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DESIGN WORKSHOPS
USER JOURNEY MAP
CONTEXT SCENARIOS
AEIOU
MUSTACHES
AFFINITY
DESIGN CHARETTE
DIAGRAM
A/B TESTING
DESIGN FOLK HAVE THE TOOLS
RITE METHOD
PARTICIPATORY DESIGN
ETHNOGRAPHY
EMPATHY MAP
SCENARIO SWIMLANES
USER OBSERVATION
CONTEXTUAL INQUIRY
PERSONA
SKINNY JEANS

Слайд 25

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Слайд 26

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BLEND

Слайд 27

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BLEND
Meet them on common gr by mirroring
certain b
COMMUNICATES I ll have what she s LOOKS LIKE Mirrors body posture, facial expressions, ge vocal tempo
ACHIEVES Tacit
but immediate ra

Слайд 28

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REDIRECT
BLEND

Слайд 29

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BLEND
REDIRECT

Слайд 30

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REDIRECT Always blend before re

Слайд 31

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BACKTRACK
Repeating speci c wor used by the individual
SOUNDS LIKE
Lorem
ipsum!
Lorem
ipsum
ACHIEVES
Yes, I
am listening, M
Person

Слайд 32

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CLARIFY Achieve full understan
SOUNDS LIKE So you mean ...
ACHIEVES Better
understanding

Слайд 33

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SUMMARIZE
Con rm you got it rig Don t assume anything.
SOUNDS LIKE
Did I understan Did I miss anyth
ACHIEVES
A stronger feeling of understanding

Слайд 34

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BLEND
REDIRECT
BACKTRACK
CLARIFY
SUMMARIZE

Слайд 35

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FIND HIGH- VALUED CRITERIA
PYGMALION POWER
BENEFIT OF THE DOUBT
IDENTIFY POSITIVE INTENT

Слайд 36

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STRATEGIES HOW How to deal with the most common di cult people

Слайд 37

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TASK
FOCUS
NORMAL ZONE
PASSIVE
AGGRESSIVE
PEOPLE
FOCUS

Слайд 38

Dealing with, слайд 38

TASK FOCUS
GET IT RIGHT GET IT DONE PASSIVE TASK-FOCUS AGGRESSIVE TASK-FOCUS
NORMAL
PASSIVE
AGGRESSIVE
ZONE
GET GET ALONG APPRECIATED
PASSIVE PEOPLE-FOCUS AGGRESSIVE PEOPLE-FOCUS PEOPLE FOCUS

Слайд 39

Dealing with, слайд 39
GET IT RIGHT
GET I
C
T
O
S
I
N
N
T
O
R
I
O
T
C
L
E
L
F
I
N
R
G
E
P
NORMAL ZON
G
A
N
I
T
T
K
E
E
N
E
S
T
I
L
O
A
N
V
G
O
E
R
T
P
T
P
I
N
A
G
GET APPRECIAT
GET ALONG

Слайд 40

Dealing with, слайд 40
TASK
FOCUS
GET IT RIGHT
GET IT
DONE
It-All
W hine
Know-
Tank
No
C
T
O
S
I
N
N
T
O
R
I
O
T
C
L
E
L
F
I
Nothin
N
Sniper
R
G
E
NORMAL ZONE
P
PASSIVE
AGGRESSIVE
G
A
N
I
T
Snipe
T
K
Nothin
E
E
N
E
S
T
I
L
O
A
N
V
G
O
E
R
T
P
T
P
I
N
A
G
Maybe
Grenad
Ye
All
They-
Think-
GET ALONG
GET
Know-It-
APPRECIATE
PEOPLE
FOCUS

Слайд 41

Dealing with, слайд 41
TASK
FOCUS
GET IT
DONE
Tank
C
O
N
T
R
O
L
L
I
N
G
AGGRESSIVE

Слайд 42

Dealing with, слайд 42
GET IT
GOAL FOR TANKS
DONE
Hold your ground. Be assertive.
DON’T Counterattack Defend, explain Shut down
Tank
C
O
N
or justify
T
R
O
L
L
I
N
G
THE SECRET
Tanks won t attack people they respect
ACTION PLAN 1. Hold your ground
SOUNDS LIKE
...

Слайд 43

Dealing with, слайд 43
GET IT
GOAL FOR TANKS
DONE
Hold your ground. Be assertive.
DON’T Counterattack Defend, explain Shut down
Tank
C
O
N
or justify
T
R
O
L
L
I
N
G
THE SECRET
Tanks won t attack people they respect
ACTION PLAN
SOUNDS LIKE
Hold your ground Interrupt
John
John
the attack John
John
John

Слайд 44

Dealing with, слайд 44
GET IT
GOAL FOR TANKS
DONE
Hold your ground. Be assertive.
DON’T Counterattack Defend, explain Shut down
Tank
C
O
N
or justify
T
R
O
L
L
I
N
G
THE SECRET
Tanks won t attack people they respect
ACTION PLAN
SOUNDS LIKE
Hold your ground Interrupt the attack. Quickly backtrack
I hear that you have
a problem with ...
to their main point I understand that

Слайд 45

Dealing with, слайд 45
GET IT
GOAL FOR TANKS
DONE
Hold your ground. Be assertive.
DON’T Counterattack Defend, explain Shut down
Tank
C
O
N
or justify
T
R
O
L
L
I
N
G
THE SECRET
Tanks won t attack people they respect
ACTION PLAN
SOUNDS LIKE
Hold your ground Interrupt the attackI. m Quickly backtrack
not willing to discus
are talking to me like th
to their main poinWthen
you can speak to me respect, we ll dis
4. Aim for the bottom lwiinteh

Слайд 46

Dealing with, слайд 46
GET IT
GOAL FOR TANKS
DONE
Hold your ground. Be assertive.
DON’T Counterattack Defend, explain Shut down
Tank
C
O
N
or justify
T
R
O
L
L
I
N
G
THE SECRET
Tanks won t attack people they respect
ACTION PLAN
Hold your ground Interrupt the attack. Quickly backtrack to their main point Aim for the bottom line Achieve peace with honor

Слайд 47

Dealing with, слайд 47
TASK
FOCUS
GET IT RIGHT
W hine
T
S
I
N
O
I
T
C
E
F
R
E
P
PASSIVE

Слайд 48

Dealing with, слайд 48
TASK
FOCUS GOAL FOR WHINERS Form a problem-solving al
GET IT RIGHT
W hine
DON’T
Agree - it encourages the Disagree - they ll repe t Solve the problem Ask them why they are
T
S
I
N
O
I
T
C
E
F
R
E
P
complaining to you
PASSIVE
THE SECRET Patience, commitment
compassion,
ACTION PLAN 1. Listen for the main

Слайд 49

Dealing with, слайд 49
TASK
FOCUS GOAL FOR WHINERS Form a problem-solving al
GET IT RIGHT
W hine
DON’T
Agree - it encourages the Disagree - they ll repe t Solve the problem Ask them why they are
T
S
I
N
O
I
T
C
E
F
R
E
P
complaining to you
PASSIVE
THE SECRET Patience, commitment
compassion,
I understand that
..A.CTION PLAN
And we both know So, what do you
...1. Listen for the main
want2?. Interrupt and get spec

Слайд 50

Dealing with, слайд 50
TASK
FOCUS GOAL FOR WHINERS Form a problem-solving al
GET IT RIGHT
W hine
DON’T
Agree - it encourages the Disagree - they ll repe t Solve the problem Ask them why they are
T
S
I
N
O
I
T
C
E
F
R
E
P
complaining to you
PASSIVE
THE SECRET Patience, commitment
compassion,
ACTION PLAN
What can be done about this?
1. Listen for the main
2. Interrupt and get spec
3. Shift the focus to sol

Слайд 51

Dealing with, слайд 51
TASK
FOCUS GOAL FOR WHINERS Form a problem-solving al
GET IT RIGHT
W hine
DON’T
Agree - it encourages the Disagree - they ll repe t Solve the problem Ask them why they are
T
S
I
N
O
I
T
C
E
F
R
E
P
complaining to you
PASSIVE
THE SECRET Patience, commitment
compassion,
ACTION PLAN
Listen for the main Interrupt and get spec
Shift the focus to sol Show them
the future

Слайд 52

Dealing with, слайд 52
TASK
FOCUS GOAL FOR WHINERS Form a problem-solving al
GET IT RIGHT
W hine
DON’T
Agree - it encourages the Disagree - they ll repe t Solve the problem Ask them why they are
T
S
I
N
O
I
T
C
E
F
R
E
P
complaining to you
PASSIVE
THE SECRET Patience, commitment
compassion,
No point complaining
if
done. ACTION PLAN
nothing can be
1. Listen for the main
If you have a my
solutio2n.,Interrupt and get spec
door s open.
3. Shift the focus to sol
Show them the future Draw the line

Слайд 53

Dealing with, слайд 53

PASSIVE
G
N
I
K
E
E
S
L
A
V
O
R
P
P
A
Ye
GET ALONG
PEOPLE
FOCUS

Слайд 54

Dealing with, слайд 54

GOAL FOR YES PEOPLE
Get commitments you can count on
DON’T
Blame Shame
them them
THE SECRET Summon sincere care for
PASSIVE
G
N
I
K
ACTION PLAN
E
E
Make it safe to be ho Talk honestly Help them learn to pla Ensure commitment
S
L
A
V
O
R
P
P
A
Ye
5. Strengthen the relatio
GET ALONG
PEOPLE
FOCUS

Слайд 55

Dealing with, слайд 55

RESOURCES
WHAT NOW Extend what you learned today

Слайд 56

Dealing with, слайд 56

Bring out the
best in people at their worst
DOWNLOAD THIS DECK
speakerdeck.com/cassininazir
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