Dealing with Difficult People
Dealing with Difficult People
Dealing with Difficult People
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Essential Skills for dealing <strong>with</strong> difficult problems<br />
and/or behaviors…<br />
• Blending (Finding the person’s “Frame of Reference”)<br />
– Any behavior by which you reduce the differences<br />
between you and another in order to meet them where<br />
they are and move to a common ground<br />
• Redirecting (Creating a “Mind Shift”)<br />
– Any behavior by which you use the rapport gained by blending to<br />
change the direction of an interaction. Blending precedes<br />
redirecting, whether you’re listening to understand or speaking to<br />
be understood.
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