| Hostile or aggressive people | Deal directly and assertively: - give them a little time to release their strongest emotions
- insert yourself into the conversation
- get their attention
- maintain eye contact
- state your own views without trying to argue
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| Complainers or overly negative people | Form a problem-solving alliance: - listen attentively
- acknowledge what they’re saying but avoid agreeing
- try to move them into problem-solving mode
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| Silent or unresponsive people | Get them to open up: - ask open-ended questions
- wait calmly for a response
- if they begin talking, listen carefully
- if they don’t begin talking, try again later or consider how to proceed in the absence of their input
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| Overly agreeable or indecisive people | Get commitments you can count on: - work hard to discover the reasons your colleagues can’t or won’t take action
- make them feel valued and seen
- work together to set a reasonable deadline
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| People who think they know it all | Open their minds to new information and ideas: - prepare very thoroughly before meetings
- use questions rather than direct statements to point out inaccuracies
- offer them a graceful way out if they demonstrate a lack of knowledge
- build an atmosphere of trust
- be secure in your knowledge and find non-combative ways to offer that knowledge
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