80 Project and Expect the Best
The difficult behavior of problem people is often reinforced, and even escalated, by thoughtless and/or negative reactions from people around them. So if you want to have a positive influence, thoughtful responses are required.
It’s in your interest to give difficult people the benefit of the doubt. It’s also in your interest to help them break their reliance on negative behaviors and reinforce more constructive behaviors. If you do this habitually, a difficult person may come to see you as an ally rather than an enemy and be all the more ready to fulfill your positive expectations.
The power of expectations can’t be underestimated. We call this phenomenon Pygmalion Power. If you tell people you have high expectations ...
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