Handling Anyone Difficult

Key Learning Points

• DON'T: Get frustrated and emotional
• INSTEAD: Observe calmly
• DON'T: Blame or over-react
• INSTEAD: Listen and show empathy
• DON'T: Get involved or side-tracked
• INSTEAD: Focus on needs and facts
• DON'T: Get upset by annoying behavior
• INSTEAD: Ignore or give feedback

Learn how to Handle Anyone Difficult with these 6 steps:

1. Observe calmly
2. Listen and show empathy
3. Focus on facts
4. Ignore bad behaviors
5. Give feedback
6. Build your skills

Synopsis

Steve teaches Carlos 6 key skills so problems don't escalate with difficult people.

We all have to deal with difficult people. Carlos complains to Steve about difficult people he has to contend with on a daily basis. He often feels like hitting them, which Steve naturally discourages. Carol offers her six ways of dealing with difficult people, explored by Steve and Carlos: (1) Observe calmly, do not get sucked into people’s dramas. (2) Listen and show empathy. Acknowledge people’s frustration. (3) Focus on facts: see what people want, and what you can do for them. (4) Ignore bad behaviors, no matter what people are dishing up (this can be easier said than done). (5) Give feedback about bad behavior in a constructive fashion. (6) Build your skills by rehearsing dealing with difficult people. As Steve says, “be 100% Zen”. And believe it or not, dealing with such people helps you get to the next level.

Cutting Edge Communication training videos are designed to provoke discussion and response. Contemporary, fast paced, short, character driven, sitcom-style comedies, these courses take an innovative approach to reaching today's learners. Through laughter, discussion and reaction, we can all develop a more transparent and shared vision of how we wish to behave, how we manage ourselves, and how we cooperate with others.

While some find them insensitive or even outrageous, the vast majority of viewers and participants have found them to be refreshing, stimulating and ideal for injecting energy and enthusiasm back into learning.

For information on other titles in the Cutting Edge Communication Series, please CLICK HERE.

Languages Available (sold separately): English

A 7 Dimensions release