managing difficult people by derek hendrikz
DESCRIPTION
Working with Difficult People by Derek Hendrikz covers emotion, anger management, angry customers, behaviour, emotional intelligence, communication. www.derekhendrikz.comTRANSCRIPT
Copyright © 2014
Derek Hendrikz Consulting
www.derekhendrikz.com
Rules of handling difficult people
www.derekhendrikz.com
Most important - NEVER LOSE YOUR COOL. You can choose
how to react.www.derekhendrikz.com
Angry people have a need that isn’t being met.www.derekhendrikz.com
First deal with the person’s feelings - empathy “I don’t blame
you for being upset”. Listen carefully, maintain eye contact,
nodding your head, ask questions to clarify, and give feedback.www.derekhendrikz.com
Then deal with their problem. Find out what they want from you. “I see
we have a problem here. What would you like me to do to help you?”
www.derekhendrikz.com
What to do when you can’t meet their needs?? - Offer alternatives
- What can you do that comes closest to the need. They must
choose alternative - put them in the “driver seat”!www.derekhendrikz.com
Personal finishing touch - “Let me know if you have any
other problems” www.derekhendrikz.com
You may not be able to satisfy people fully, but you can try to
negotiate with them so there’s no winner or loser.www.derekhendrikz.com
If you made the mistake admit it and apologise…
And then fix it!! www.derekhendrikz.com
Remember…
www.derekhendrikz.com
A difficult person is a person whose behaviour is creating problems for you and other people.
www.derekhendrikz.com
To handle difficult people means handling difficult behaviour.
www.derekhendrikz.com
We can control difficult people through our behaviour.
www.derekhendrikz.com
Seven Steps to handling difficult people:
Phase 1: (work with emotion)1. Step 1: Show empathy2. Step 2: Listen and understand
Phase 2: (work with content)3. Step 3: Uncover expectations4. Step 4: Repeat specifics5. Step 5: Outline solutions and alternatives6. Step 6: Take action7. Step 7: Double check for satisfaction
www.derekhendrikz.com
When working
with unhappy and
frustrated people,
you must firstly
address their
emotions before
you can address
the actual
problem!www.derekhendrikz.com