Презентация - Dealing with

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

How to bring ou the best in peop at their worst

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

MY STORY

THE FOUR INTENTS WHY Why otherwise normal people behave terribly

ASSERTIVEMORE
LESS
PASSIVE
AGGRESSIVE

TASK FOCUS
FOCUS
PEOPLE FOCUS

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

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

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

GET IT RIGHT
GET I
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O
S
I
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T
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F
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NORMAL ZON
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V
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P
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P
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A
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GET APPRECIAT
GET ALONG

GET IT RIGHT
GET I
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I
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T
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C
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F
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NORMAL ZON
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GET APPRECIAT
GET ALONG

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

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

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

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

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 ...

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

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 ..

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

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

TALKIN
GOOD
WHAT What are the essentials of communication

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

BLEND

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

REDIRECT
BLEND

BLEND
REDIRECT

REDIRECT Always blend before re

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

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

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

BLEND
REDIRECT
BACKTRACK
CLARIFY
SUMMARIZE

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

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

TASK
FOCUS
NORMAL ZONE
PASSIVE
AGGRESSIVE
PEOPLE
FOCUS

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

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
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T
T
K
E
E
N
E
S
T
I
L
O
A
N
V
G
O
E
R
T
P
T
P
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N
A
G
GET APPRECIAT
GET ALONG

TASK
FOCUS
GET IT RIGHT
GET IT
DONE
It-All
W hine
Know-
Tank
No
C
T
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Nothin
N
Sniper
R
G
E
NORMAL ZONE
P
PASSIVE
AGGRESSIVE
G
A
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T
Snipe
T
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S
T
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Maybe
Grenad
Ye
All
They-
Think-
GET ALONG
GET
Know-It-
APPRECIATE
PEOPLE
FOCUS

TASK
FOCUS
GET IT
DONE
Tank
C
O
N
T
R
O
L
L
I
N
G
AGGRESSIVE

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
...

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

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

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

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

TASK
FOCUS
GET IT RIGHT
W hine
T
S
I
N
O
I
T
C
E
F
R
E
P
PASSIVE

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

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

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

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

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

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

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

RESOURCES
WHAT NOW Extend what you learned today

Bring out the
best in people at their worst
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