Page 805 - Xmo Strata - Bulletin Archive

DEALING WITH DIFFICULT PEOPLE: 20 KEY POINTS

1. Don’t just “wade in”; mentally prepare for dealing with potentially stressful situations;
review this list immediately beforehand.

2. Sell yourself from the outset. Genuine warmth, caring, and honesty will help enormously.
People are less likely to challenge you if they respect your professionalism from the off.

3. Make sure your very first words are positive (“Hi, sir, we’re doing our best to sort this out for
you….”)

4. Be assertive but never aggressive.

5. Look them in the eye.

6. Be likeable – first impressions count!

7. Be understanding. We’re all human, and we all get frustrated, angry, tired, wound-up and
unreasonable sometimes!

8. EXPLAIN what you’re doing and why, even if you don’t think you should have to – the easy
option when faced with lack of understanding is “no”.

9. Your own behaviour is a choice. Making the right choice can help you control a situation.
Your behaviour will influence (not control) the behaviour of others.

10. THINKING invites THINKING!

11. CARING invites PASSIVE!

12. DEFIANCE with someone who has already shown defiance invites ESCALATED DEFIANCE.

13. LISTEN. What is the other person actually saying? WHY are they (really) saying this? Show
that you are thinking about what they are saying (even if it is absolute rubbish!) People
react aggressively if they think they are not being listened to!

14. Understand the impact of your tone of voice.

15. Understand the impact of your body language.

16. THANK them if they have helped you – or even been passive (“thanks for your
understanding, sir” / “I appreciate your patience, thank you”)

17. Yelling back doesn’t help – wrong choice to make!

18. Pause; gives them time to think; makes them think you’re processing what they have said.

19. Don’t take their behaviour personally.

20. Try to give them solutions, not problems (“we’ll have this sorted for you as quickly as
possible, sir”)

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