- Emotionally disengage
- Go to your "happy place"
- Practice active listening & paraphrasing
- Involve the person in solving the problem and creating a desired outcome
- Practice patience
- Stay objective - stick to the facts
- Probe for their deeper objectives
- Seek resolutions
- Pay attention to body language
- Control your own emotions
- Take the HEAT
H Hear them out
E Empathize
A Apologize
T Take Action
- Remain calm and unemotional
- Be aware of your tone and attitude
- Actively listen and focus on the facts
- Use empathy in measured amounts
- Apologize and ask for cooperation
- Know your limits and draw the line
- Treat oversights and mistakes as learning opportunities
- Make it "more than right" the second time
- Follow up personally to make sure the situation has been corrected
DEALING WITH DIFFICULT PEOPLE
Decker, C., & Ference, G. (2014). Priceless: Beyond
customer care to customer delight. Bloomington, IN: iUniverse.
Neumiller-Bustad, J. (2008). Dealing with difficult customers.
China Staff, 14(5), 30-35.
- Recognize common types of difficult people
- Learn to respond rather than react
- Find the right words
- Use anger diffusion tactics
- Emotionally disengage
- Emergency situations
- Physical violence
- Concern for safety
- Irate individuals
- Swearing
- Prejudice
- Threats