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  • About

    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.

      Key Learning Points

    Over-reacting to difficult people gets in the way of a positive outcome.

    LEARN TO HANDLE ANYONE DIFFICULT

    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

    1. Observe calmly

    2. Listen and show empathy

    3. Focus on facts

    4. Ignore bad behaviors

    5. Give feedback

    6. Build your skills

    This is available as part of

    Cutting Edge Communication Comedy Series - 80 lessons
    COMEDY MAKES LEARNING FUN This 2012-2013 comedy business series was created by Psychologist Eve Ash and comedienne Erin Brown.  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! 14 ... read more DVD Media Purchase @ AUD7,920.00
     
    Categories
    Conflict / Difficult People
    Release Date
    Jan 1, 2013
    Video Running Time (minutes)
    8:00
    Producer
    Seven Dimensions
    Author
    Eve Ash
    Course ID
    CEC44
  • Handouts

    Description
    Leaders Guide
    PowerPoint Slides

    Handout downloads are available only with a valid license.