Prescriptions for Handling Difficult People
Perhaps the most universal challenge faced by any manager or employee at any level of an organization is dealing with difficult and even irrational people. In his new book, Talking to Crazy, psychiatrist Mark Goulston offers a counter-intuitive prescription to dealing with the irrational and the impossible: “Lean into the crazy.” Don’t argue or try to reason with these people, he writes. Instead, treat them as if they are rational, show them that you are not a threat and then “move them” to sanity.
His prescription is based on what he calls the “Sanity Cycle,” which consists of six steps: “see that the other person is acting crazy”; “identify the other person’s M.O.” (such as extreme emotion, hopelessness, manipulation or martyrdom);“deal with your own crazy”; “go to the other person’s crazy”; “show that you are not a threat”; and “move the person to a sane place.”
The Man in the Pickup
In the opening chapter of his book, Goulston tells a startling personal story of road rage gone right that illustrates the Sanity Cycle in practice. After one of the worst professional days of his life, a preoccupied Goulston cut off the same person, a very large man in a pickup, twice. The second time, the man blocked Goulston’s car, emerged from his pickup truck in a rage, and started screaming and pounding on the window of the car. Goulston lowered the window and said, “Have you ever had such an awful day that you’re just hoping to meet someone who will pull out a gun, shoot you and put you out of your misery? Are you that someone?” Before long, the stunned other driver was trying to comfort Goulston, explaining to him that life really wasn’t that bad.
This story is an example of the “belly roll” — one of the many techniques that Goulston offers his readers. The belly roll is named after the habits of animals that indicate their submission to other dominant animals by lying on their backs and showing their bellies. In more technical terms, this is called assertive submission, an apt name — it takes a certain amount of assertiveness to say to a crazy person, “You’re right, do what you have to do.”
Apologize, Empathize, Uncover
Another of Goulston’s techniques is the A-E-U technique, whose acronym stands for Apologize, Empathize, Uncover. When the other person is being irrational, Goulston writes, you apologize for your own shortcomings, recognize how difficult it must be for them to deal with you, and then describe to the person what they may be truly feeling. For example, Goulston described a case involving a marital situation in which he told his client that as part of the uncover phase she must tell her spouse, “I’m guessing you’d like to get a divorce, but you can’t bear all the tumult that would cause. It wouldn’t even surprise me if, when I’m on a trip, you secretly wish I’d die in a plane crash, because then you’d be free without being the bad guy.”
Leaning into the crazy in this way may seem counter- intuitive, not to mention counterproductive. However, the A-E-U and other techniques in Goulston’s book reveal the power of his Sanity Cycle. One of the early steps in the cycle is “dealing with your own crazy” — that is, recognizing how you are contributing to the problems. Only then can you respond in ways that “show that you are not a threat” and that in the end “move the person to a sane place.”
At first glance, this may all seem nice in theory and completely unrealistic in the real world. Goulston, however, is not a New-Age spinner of good feelings but, rather, a practicing psychiatrist for decades who, as he puts it in the first sentence of the book, “knows crazy” — from the patient who jumped off a fifth-story balcony because he thought he could fly to “80-pound anorexics, strung-out heroin addicts and hallucinating schizophrenics.”
Goulston will be the first person to tell you that some people are too crazy to talk to. Early in the book, he separates irrational and impossible people from people with personality disorders (e.g., narcissists, paranoids, sociopaths). These are people from whom rational people should walk away, Goulston writes unequivocally. However, most conflicts in the workplace (or home) simply involve very difficult people who can make life miserable. Talking to Crazy offers much-needed guidance for those seeking a solution to these all-too-common conflicts.
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