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Handling Difficult People and Situations: Lead People Through Adversity

Overview

The customers and suppliers you need to work with effectively may be outside your company or in the next office. And you may not always see eye to eye. Even if you have strong interpersonal skills and common goals, conflict can happen. Make sure you know how find common ground, calm emotions and forge a productive path forward.

Handling Difficult People and Situations starts by helping you assess your current skills and style and then offers ...

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Overview

The customers and suppliers you need to work with effectively may be outside your company or in the next office. And you may not always see eye to eye. Even if you have strong interpersonal skills and common goals, conflict can happen. Make sure you know how find common ground, calm emotions and forge a productive path forward.

Handling Difficult People and Situations starts by helping you assess your current skills and style and then offers techniques to successfully manage difficulties. You'll learn how to:

Identify the difficult people in your life and understand their motivation

See how differing beliefs and values can be the source of conflict

Learn how people are different and how each should be addressed

Follow a proven process model to achieve success

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Product Details

  • ISBN-13: 9781426018442
  • Publisher: Axzo Press
  • Publication date: 2/16/2010
  • Pages: 91
  • Product dimensions: 7.90 (w) x 9.90 (h) x 0.30 (d)

Table of Contents

About the Author 1

Preface 4

About the Crisp 50-Minute Series 6

A Note to Instructors 7

Part 1 The Difficult People in Your Life 9

The Difficult Person in Your Life 11

Personality Profiles of Difficult People 13

Part Summary 21

Part 2 How You See and Hear Difficult People 23

How I Contribute to the Problem 25

Beliefs 27

Values 30

Preferences/World View 33

Part Summary 36

Part 3 The Power of a Difficult Person 37

Degrees of Difficulty 39

Favorite Difficult Person 44

First Response 45

Getting Past the First Response 50

Go, No Go 51

Part Summary 54

Part 4 Making a Plan and Finding the Words 55

Planning to Deal with Difficult People 57

Strategies for Dealing with Different Types 60

Part Summary 64

Part 5 Leading a Difficult Customer to a Better Outcome 65

The Lead Model 67

Listen 68

Explore 71

Attend 77

Deliver a Solution 79

Being the Difficult Person 82

Appreciative Inquiry 84

Part Summary 87

Appendix 89

Additional Reading 91

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