Ten Ideas for Dealing with Difficult People When I prepare for onsite communication training, I do research to make certain my own ideas remain fresh and have stood the test of time–and to see what new solutions/scripts/techniques I might want to include
Who is the sniper in your office? Say it isn’t YOU (right?) Dear Dan: I am working with someone (another female) that has a very twisted, sick sense of humor. All of her jokes are usually at someone else’s expense.
Civil Discussions: LIGHT CASTS OUT DARKNESS We must be a light to the world if we want to engage in civil discussions instead of hostile ones. Darkness is the absence of light, and when light shines in the darkness, DARKNESS
When angry or emotional customers are out of control When communicating with angry or emotional customers, many of us try to calm them down by slowly, clearly, and logically telling them how we can help them with whatever technical issue they’re
You know that feeling you get in your stomach as soon as someone starts talking about Donald Trump? What about other political or religious issues? I do. I'm not political by nature. I neither want nor care to discuss what's going on unless I can do it while practicing...
The Hamburger: “When you___, I feel___, because___.” There are times when another person says or does something that is so outrageous that our natural reaction is to abruptly and rudely leave the room and maybe tell them off on our
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Sometimes we need to clarify messages before we respond, but using danger phrases such as, “you said,” can sabotage our success. Keep in mind that human beings think they’re saying something other than what they’re really saying over 50% of the time. Therefore,
Would you like the people with whom you work to be more fair and flexible? Remember this communication truth: It is only what you are not giving that can possibly be missing from this relationship. That said, if you want people
The most popular onsite course I’m asked to deliver is Communication Training: Difficult People–Confronting the Office Gossip. The reason is that most people have had the unfortunate experience of hearing that someone has been gossiping about them or revealing information about them.