This is part two of two installments on how to manage difficult interactions. It focuses on how to neutralize misunderstandings before they turn into conflict as well as what to do when the difficult interaction is unavoidable.
35. When Using an Assertive Approach...
• Use “I” statements
• Hold yourself accountable
• Make eye contact
• Maintain an open and confident posture
3. Choose Your Words
39. Prove You’re Listening By...
• Asking open-ended questions
• Checking your understanding
• Acknowledging their thoughts and feelings
3. Choose Your Words
40. 1
2 3 4
Watch Your
Non-Verbals
Manage Your
Emotions
Choose Your
Words
Be a Problem
Solver
44. Gain Buy-in By...
• Emphasizing the benefits of the solution
• Encouraging voluntary compliance
• Showing support and appreciation
4. Be a Problem Solver