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Managing Difficult People by Derek Hendrikz

Working with Difficult People by Derek Hendrikz covers emotion, anger management, angry customers, behaviour, emotional intelligence, communication.

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Managing Difficult People by Derek Hendrikz

  1. 1. derek hendrikz
  2. 2. Copyright © 2014 Derek Hendrikz Consulting
  3. 3. Rules of handling difficult people
  4. 4. Most important - NEVER LOSE YOUR COOL. You can choose how to react.
  5. 5. Angry people have a need that isn’t being met.
  6. 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.
  7. 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?”
  8. 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”!
  9. 9. Personal finishing touch - “Let me know if you have any other problems”
  10. 10. You may not be able to satisfy people fully, but you can try to negotiate with them so there’s no winner or loser.
  11. 11. If you made the mistake admit it and apologise… And then fix it!!
  12. 12. Remember…
  13. 13. A difficult person is a person whose behaviour is creating problems for you and other people.
  14. 14. To handle difficult people means handling difficult behaviour.
  15. 15. We can control difficult people through our behaviour.
  16. 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
  17. 17. When working with unhappy and frustrated people, you must firstly address their emotions before you can address the actual problem!