By the end of this chapter, you should be able to:
• Describe and implement four techniques for dealing with difficult and hostile people.
• Describe practical methods for dealing with workplace bullies.
Perhaps the greatest test of assertiveness is experienced when we have to deal with difficult people. You’ll encounter many difficult people in the workplace, including the ones you said “no” to in the previous chapter. These people may not have pushed you to your limit, but that may not serve your best interests. Difficult people include:
• Unreasonable and angry customers. ...