Dealing with Difficult People
Dealing with Difficult People
Dealing with Difficult People
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Speaking to be understood…<br />
• Monitor your tone of voice<br />
• State your positive intent<br />
• Tactfully control interruptions<br />
• Tell your truth<br />
– Use “I” language<br />
– Be specific about the problem behavior<br />
– Help them understand how their behavior is self defeating<br />
– Suggest new behaviors or options<br />
• Stay flexible<br />
“The wise person seeks first to understand and then be understood.”