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Dealing with Difficult People for Rookies by LID Editorial

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CHAPTER 8

Confrontation planning

Knowing is understanding

Depending on how well you know your colleagues, you may be able to anticipate the amount of resistance you are up against. Consider what action you are going to take before you speak. Keep a list of possible motivational actions ready to hand if you have to encourage troublesome staff to do things they might not like. When dealing with them, be as flexible as possible. Don’t always use the same methods and tactics; if you do, they will anticipate what you are going to do and continue to behave badly. An intransigent attitude from a member of staff could be defeated by a flexible approach from you. It might disarm them and bring about a swift conclusion to the argument.

Communicating with ...

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