September 29th, 2009
Is your person just difficult, or are they operating in fear mode? We are in a fear-based economy and health crises right now, and people are flat out afraid of the unknown.
What if H1N1 hits my family? What if my investments are worth nothing when I retire? What if Iose my job? What if my health care isn’t as good as I have now?
If you are working in any of those fear-based industries, you are probably dealing with a lot of difficult clients right now. Makes sense doesn’t it? Fear makes people act without thinking.
Empathy and compassion will go a long way. Put yourself in their shoes. They don’t have the information that you have, and they are in panic mode.
Does that help you keep your calm demeanor and not get as riled up about their poor behaviour?
I thought so. The next time one of your clients is demanding, unreasonable, and operating in an unprofessional manner, put yourself in their shoes. It doesn’t change that they are in the wrong, but you’ll be amazed at how your viewpoint changes and you are in a better position to deal with their behaviour.
Keep yourself ON THE RIGHT TRACK to dealing with your difficult person this week.
Our next webinar, Confrontation Skills, is on October 28that 2:00pm EDT.
Sign up at http://dealingwithdifficultpeople.org/register.php today!