Here's the general approach to dealing with difficult people - we'll look at specific examples in a minute:
- Find something to AGREE with - You need to immediately reduce the level of confrontation by finding something about the situation you can agree with. This doesn't mean that you have to agree with everything they are saying. It can be as simple as "You're right, this is a tough situation."
- EMPATHIZE with them - let them know that you understand what they are saying, and acknowledge their emotion, even if you don't agree with them about the facts or issues or resolution. "I can see how this situation makes you angry".
- INQUIRE to get more information - switch the conversation from confrontation to joint problem resolution.
Three little steps, but you'll be amazed at how well they work. Before we get to the details, let's look at some guidelines...
