Handling Anyone Difficult

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.

• 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

Interactive eLearning course

This video program is also available as a short stimulating eLearning course with interactive learning modules, recap activities, inline video and quiz assessments, designed to engage learners and build skills.