Working with Difficult People by Derek Hendrikz covers emotion, anger management, angry customers, behaviour, emotional intelligence, communication.
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6. First deal with the person’s feelings - empathy “I don’t blame you
for being upset”. Listen carefully, maintain eye contact, nodding
your head, ask questions to clarify, and give feedback.
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7. Then deal with their problem. Find out what they want from you.
“I see we have a problem here. What would you like me to do to
help you?” www.derekhendrikz.com
8. What to do when you can’t meet their needs?? - Offer
alternatives - What can you do that comes closest to the need.
They must choose alternative - put them in the “driver seat”!
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13. A difficult person is a person whose behaviour is
creating problems for you and other people.
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14. To handle difficult people means handling difficult
behaviour.
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15. We can control difficult people through our
behaviour.
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16. Seven Steps to handling difficult people:
1. Step 1: Show empathy
2. Step 2: Listen and understand
3. Step 3: Uncover expectations
4. Step 4: Repeat specifics
5. Step 5: Outline solutions and alternatives
6. Step 6: Take action
7. Step 7: Double check for satisfaction
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17. When working with
unhappy and frustrated
people, you must firstly
address their emotions
before you can address
the actual problem!
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