Changing a Negative Climate

Negative Climate	Prescribed Response	Example of Response
Arrogance	Give strokes.	"You're right. I see what you are saying."
Attacking	Calmly take ownership of the problem.	"What would be the best way to improve this situation?"
Confusion	Listen and take note of details.	"Let me take some notes here on how to resolve this situation."
Curtness	Use candor and sincerity.	"I'm not going to promise what I can't deliver. You'll be the ultimate judge of my performance."
Cynicism	Accept input and take servicing approach.	"I can see why you're saying that. How would you like me to help?"
Defensiveness	Give realistic expectations.	"So we can avoid any disappointment or misconceptions, I'm going to paint a realistic picture of what might and might not happen."
Demands	Provide facts.	"Let me pull out some data on this topic."
Disorganized Presentation of Ideas	Use leading questions.	"Let me ask you a series of questions that are designed to ensure that our services match your needs."
Evasiveness	Be empathetic and come up with a simple game plan.	"I would be frustrated too in your circumstance. To resolve it, how about if we do the following?"
Frustration	Write down reflective statement and proposed direction.	"Let me get this down. You want me to first... then put together a plan that will do the following..."
Impatience	Provide guidance with brevity and clarity.	"Here's a clear and simple way to resolve these issues."
Oversensitivity/ Volatile Temperament	Give immediate plan of action.	"Today, I'm going to do... and call you to confirm it. Then, I will do... and immediately confirm that in a letter."
Skepticism	Lead by asking permission; do not give orders.	"So would you like me to do A, B and C, or just A? All right, with your OK, I'll get started on that."
Struggle for Words	Organize thoughts and create a plan.	"Let's make a plan of action here and define the steps each of us needs to take."

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