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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.
- Observe calmly, do not get sucked into people’s dramas.
- Listen and show empathy. Acknowledge people’s frustration.
- Focus on facts: see what people want, and what you can do for them.
- Ignore bad behaviors, no matter what people are dishing up (this can be easier said than done).
- Give feedback about bad behavior in a constructive fashion.
- 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.
Handling Anyone Difficult Program Highlights:
- 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
Over-reacting to difficult people gets in the way of a positive outcome. Learn to handle anyone difficult.
- Handling Anyone Difficult DVD (8 Minutes)
- Support Materials on each DVD:
- Discussion Questions
- PowerPoint Slides
Part of the Cutting Edge Communication series!
This program is part of the Cutting Edge Communication series which is a powerful training series on hot topics everyone can enjoy. Short, sharp and funny with simple messages and skills for everyone. The series follows ten characters through a landscape of social faux pas, insult and embarrassment. This series will shock, amaze and entertain you, while at the same time teaching some important lessons in human interaction, in a way you won't forget!
WARNING - These videos are designed to provoke discussion and response. They are contemporary, fast paced, short, character driven TV style comedies that take a new approach to reaching today's learners. By laughing, discussing, sharing outrage, reacting to the behaviors on screen, we can use these strong feelings and thoughts to develop a clearer shared view of how we want to behave, how we manage these situations, and how we want our team to behave and respond.
Whilst some people find them insensitive or outrageous, the vast majority of viewers and users have found them refreshing, stimulating and great for getting energy and enthusiasm back into learning.