How to Manage Difficult People Using "Why?" and "What?"

Difficult behavior is always a sign that there is an unfulfilled need. Most of the time, everybody focuses on the desires the difficult people express and not on their needs, while the difficult people are so stuck on what they want that they are not at all in a position to fulfill their own needs.

That can be changed by you helping them find what they need and by helping them get it.

The following technique was developed by observing 2- and 3-year-old kids. At the age of 2, they start with the question phase. Here is a typical discussion I have had with my own children and many kids I have worked with.

“What’s this?”

“It’s a card game?”

“What’s a card game?”

“It’s a pack of cards with things printed on them that we use to play a matching game”.

“What’s a matching game?”

“It’s a game where you have two cards that look exactly the same and you have to find them out of all the cards”.

“Why do we have to play a matching game?”

“It’s good for our brain. We learn to recognize things that are the same and others that are different”.

“Why is it good for our brain?”

And this conversation can go on forever if I could manage answering questions forever. The trick is always to answer calmly. It is a game, a very healthy game, and children learn a lot from it. You could say that this type of questioning is difficult behavior, but I think it is your reaction that makes it a learning experience or a difficult behavior. If you answer calmly, it is a learning experience. If you answer with anger, it becomes a difficult behavior.

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How to Manage Difficult People: Helping a Difficult Person

As you have seen in the previous post, every difficult behavior can be mapped to an unfulfilled need that the “difficult person” cannot find other ways to fulfill. Each need is a strong belief that they must have something, they cannot live without it and they can only get it by “being difficult”.

Now that you understand the missing feeling that difficult people are searching for, you are probably asking yourself, “What do I do to give it to them?”

One of the biggest challenges of helping and supporting difficult people is the fear that giving them what they want will make them think their obnoxious behavior is a good strategy of getting what they want and it will only make things worse. I have heard this claim millions of times when working with children – “If a child is behaving in a bad way and you give him what he wants, he learns that this is a legitimate way to get what he wants”.

Well, that is not the case.

Focus on needs, not desires

There is a big difference between giving children what they say they want and giving them what they need. Much like difficult people, children do not know that they behave the way the do to fulfill a need. If they knew, they would give themselves that thing without the difficult behavior.

If you focus on giving them what they need, then after a while, when the need is fulfilled, they will calm down and ease their demands. I am not saying, “Give them what they want”, I am saying, “Give them what they really need”. Give them what they are missing, because they do not know how to give it to themselves and may not even know what it is.

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How to Manage Difficult People: What They Really Need

Let’s say you are willing to make the effort to manage the difficult people in your life and help them get the feeling they are missing, the feeling that causes them to behave the way they do. How can you tell what is the feeling they really need?

Needs are a complex issue. They are feelings that are so strong that you believe you cannot live without them. Each person’s needs are very individual, but they definitely get them out of control. If you can control a need, it is no longer a need but more of a preference.

Many people confuse wishes, desires, preferences, values and needs. Although they all have something in common, they differ in intensity.

If you have a discussion or an interaction with a difficult person and you feel their demands are a bit too strong and that they are having a little panic about their request, ask them, “What will happen if you don’t get it?” or “What will happen if things don’t happen the way you want them?” or “What’s the worst thing that can happen?”

This question creates a loop in their brain and the answer does not matter. Their subconscious will answer itself and lower the difficult person’s tension from “I absolutely must have it” to “OK, well, I won’t die without it, so maybe it’s not the end of the world after all”.

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Let’s Work Together

Working in a group is an important skill for everyone and it is not something you are born with but need to develop. Teamwork is not always easy, because not every member of the group is the same, particularly when some people seem to do nothing at all.

I am sure it happened to you that you had to submit something in a group and the level of frustration rose very high. I can sure tell you it happened to me during my studies. If you are a good student, it is probably even more frustrating that you have to form a group and do something together and some only appear on the last day to add their name to your work. My frustrations were not very long, though, because I remembered how hard it was to be on the side that cannot contribute, so when I was leading a project, I was much more tolerant and accepting.

During my studies, I had the honor of working in a very special project called “Creative Thinking” that was led by Professor Gideon Carmi and taught physics to students in Grade 1 and Grade 2. Professor Carmi’s philosophy involved co-teaching, so we taught in teams of two, one educator and one who was not. That was the first time I discovered the real advantage of working and learning in a group.

These 4 years of amazing experience thought me that just everyone not being the same could be a huge advantage. When working by myself, I was limited to my own abilities and talents, my own point of views and my own thinking paths. When I worked with another person, we had a wider range of skills and talents at our disposal, different ways of thinking and better solutions to problems. In fact, the bigger the group was, the more successful we were.

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Honesty

Personal integrity and honesty are very important to me. One of the strongest values my dad managed to pass on to me is the truth. Numerous times during my childhood, I saw him sacrifice acceptance and even money in order to follow what he believed to be true and real. He also repeated that lesson to me often.

While growing up, however, I found out this was not the case with everyone. There were many situations in which I knew the truth and witnessed people denying it or acting as if the opposite was the case.

When I talked to my mom about it, she told me, “Sometimes, people don’t exactly lie, but they tell a ‘white lie’ to avoid complications or embarrassment”. The world, it turned out, was not a courtroom drama, where it was “the truth, the whole truth and nothing but the truth”.

In fact, it seems that lies have been institutionalized and you cannot get very far without them anymore.

Some time ago, I attended what I thought would be a series of presentations on building great websites, but turned out to be a series of presentations on various topics, including personal philosophy, business, training and other things. One particular presentation was called “Do not lie” and it made me revisit the issue of living honestly from an adult and even a parent perspective.

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How to Manage Difficult People: What are They Missing?

People who are energy consumers do not have an easy life, not only because others keep away from them or that they do not get what they want, but because it is a cycle. A never-ending cycle. What they are missing is a feeling.

While they behave in a way that aims to achieve this feeling, others feel uncomfortable and awkward around them, stay away from them or react in an aggressive way towards them, so they feel bad and miss that feeling even more. The problem is not with them missing a feeling but that they try to get that feeling in a way that others do not like. Sometimes, their behavior seems like they are unable to read social cues or they do not follow the unwritten rules of normality.

Personally, I have an allergy to the concept of normality. I believe it is overrated and sometimes confused with majority or average. However, I still think there are socially acceptable rules in every group and that following them will give you an advantage, while not following them will make you a social outcast.

As a special education professional who works with lots of social outcasts that are not normal/average/the majority, I wish our society would be more tolerant towards different people. Yet, while helping them, I spend most of my energy teaching them the “rules of the game”, instead of protesting the closed mindedness of society.

Yes, we need to create a more accepting society, but when we need to face the day-to-day challenges of living with a difficult loved one, changing a whole society is way more challenging than changing one person.

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Pursuit of Selfishness

Ronit and I read a lot about happiness, we talk a lot about happiness, we write a lot about happiness and we do our best every day to be happy. In fact, we believe that happiness should be the main pursuit of everybody’s life. But some people say this focus is filling the world with selfishness and that people who want personal happiness are selfish.

In a book called The Lonely Crowd, David Riesman wrote in 1950 that people could be split into two groups. He said that the inner-directed person “has a trustworthy character and builds his life on the stability and security of his family. Usually, he believes in the Judeo-Christian faith”. The other-directed person, on the other hand, is “dependent on the approval of others, especially experts. They are consumed by a quest for personal happiness, so that … anything becomes permissible if it makes me happy”.

Yes, this is an old book, but I read this quote this morning in a much newer book on personal power and relationship skills, so the notion that our pursuit of happiness makes us selfish and self-centered is still very much alive today.

So what’s the deal? Does personal happiness equate to selfishness? Does the search for personal fulfillment make us lonely?

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How to Manage Difficult People: Who is Not Difficult

If you have read about the 20 types of difficult people, you might have started to see difficult people everywhere. It must be very scary to think you are surrounded by them, but I think it is very important to define each difficulty better, because there are not that many of them out there.

Usually, we call others “difficult” when we find them hard to deal with. Although we find it hard to deal with them, this does not make them difficult people. Sometimes, the combination between people highlights their difficulty, so to make sure that the difficulty is not just a conflict between the two of you but something general, check that this behavior is a pattern that appears in this person’s communication with others as well.

If more than three people think they have a dysfunctional relationship with this person, and for the same reasons, it is usually a sign that the problem is with the difficult person and not with the combination of both of you. If others share mixed impressions of that person, we should take a closer look at our particular interactions with him or her.

For us to consider someone as difficult, we also need to make sure that the behavior is not temporary but consistent. We all have times when we show off, we all joke sometimes and even say something sarcastic, but it does not make us difficult. Usually, it needs to happen consistently over a period to be considered a problem. If someone is suddenly difficult, he or she is not a difficult person – they are just experiencing a temporary challenge they cannot handle. In that situation, maybe there is something we can do to help them.

Here are types that can be mistaken for being difficult and we need to be careful before considering them difficult.

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How to Manage Difficult People: More Difficult People

Here are 10 more kinds of difficult people. Like in my previous post, I recommend finding people that match the description and checking if you have any of these behaviors.

With every type listed below, write a name of one or two people that you know who are difficult for you that way. First, ask yourself, “Am I difficult that way?” and then move to other people you know. Try to find at least one person of each type before moving to the next difficulty.

Show offs

These are people that constantly tell you about their achievements and successes, their wisdom and their abilities. When you are next to them, they tell you the same victory stories over and over again, as if they are trying to convince you they are great.

Being around a show off increase our feeling of inadequacy. I had a friend that told everyone about how much she spent on every item she bought and how expensive it was, saying, “I bought this dress for $700. Wow, it was so expensive”. At first, I was happy for her, but after a while, I could not stop thinking I could buy more than 7 dresses for the same price. I think I was exhausted, because it was hard for me to manage my feelings of jealousy.

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How to manage difficult people: Types of difficulties

There are many types of difficult people. Some of them are similar and all of them try to overcome some kind of fear or use their behavior as a mechanism to fulfill a need.

The first step in managing difficult people is to recognize the type of difficulty, whether it is within yourself or others.

Types of difficult people (1-10):

Exhibitionists

People that do things to be seen by others and to be in the spotlight. Their desire to be front and center and receive recognition may cause others to feel embarrassed and try to avoid their company.

Experts

People who like to be perceived as knowledgeable in a specific area. Whenever there is a discussion about the topic of their expertise, they expect others to consult with them only and if others dare to ask someone else, the expert feels insulted. People do not like being around experts, because they push their expertise rather than being kind about it.

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