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Top : Difficult People: Difficult people make difficult customers. Learn about what makes difficult people tick, and methods to deal with them.
Articles:
Handling Customer Attitudes by Furniture World Magazine - by Ron WolinskiIn my first article, I mentioned that, as professionals, we need to understand the "Communication Cycle." In order to be a consultant and problem-solver, we need to understand what's important to the customer, and have to relate our product benefit so he/she accepts and understands how we can solve the problem or need. We need to have a meaningful dialogue. Remember, we want to establish the relationship of a consultant, not an "order-taker" or clerk.""In order to establish this relationship, we need to be able to identify and deal with the various customer attitudes that we will face. These attitudes are Acceptance, Skepticism, Indifference and Objection. (Added: 15-Mar-2011 Hits: 104 )
Difficult people at work: how to cope - by Caro Handley
Do you fizz with anger when that certain someone crosses your path? Clear the air and learn how to deal with it (Added: 10-May-2001 Hits: 1415 )
Dealing with Difficult People, Part 3 - by Daniel Robin
Dealing with difficult people begins with identifying and naming the behaviors that are so exasperating %u2013 you know, the types of behavior that drive you nuts, that trigger a strong reaction in you. (Added: 10-May-2001 Hits: 1145 )
Selling to Difficult People - by Patricia Wiklund
We all have people whom we find difficult. We don't understand them, connect with them, or even talk comfortably with them. But, for sales people, seeing someone as difficult gets in our way of our selling effectively and their buying wisely. (Added: 28-May-2003 Hits: 766 )
Difficult Customer Questionnaire - by Psychological Associates
Here's a quick free online questionnaire assessment to help you identify your difficult customers (Added: 1-Dec-2004 Hits: 1423 )
When Co-Workers Don't Pull Their Weight - by Mary Mitchell
I work with three other people. It's really hard to get them to do things that need to be done. Sometimes I have to tell them twice, and it makes me really angry because I feel I shouldn't have to say things over and over again. Even writing "things to do" on an easel for everybody to see doesn't work. What do you think I should do? (Added: 9-Apr-2002 Hits: 720 )
Dealing With A Difficult Colleague - by Robert Bacal
Most people use the term personality conflict to describe this situation. I don't like that term because it implies that the problem is largely unfixable since it is unlikely that either you or the other person is going to change their personalities. To get anything constructive out of this you are going to have to get down to specific behaviours, not personalities. (Added: 17-Oct-2000 Hits: 1041 )
The Insubordinate Subordinate: Dealing With Workplace Rebellion - by Joni Johnston
Insubordination, broadly defined as an unwillingness to submit to authority either through an open refusal to obey an order or through a failure to carry one out, is a common problem in the workplace. Examples of insurbordination (or attempts to undermine managerial authority), include the following: (Added: 17-Jan-2002 Hits: 704 )
Fogging: One Communication Technique to Deflect Criticism - by na
hose of us who communicate for a living, whether it be presenting in hotel conference rooms, at conferences, communicating to the stakeholders of our organizations or simply talking with those with whom we come into contact during our normal everyday activities have to deal with individuals who feel like they have to put us down. No matter how eloquent we are, dealing with a heckler in front of an audience, an adversary in the boardroom or a bully on the street causes many of us to go mute (Added: 29-Mar-2010 Hits: 393 )
Angry? Overwhelmed? Flooded? 10 ways to tell if someone needs to cool off! - by James L. Hendrix
This list consists mostly of body language cues that will let you know immediately if the customer with whom you are dealing may be about to become hostile or abusive to you. Find out what the author means by customer becoming 'flooded' and why you should avoid that process all together. (Added: 18-Feb-2010 Hits: 492 )
Why is self-control so important when dealing with difficult customers? - by Robert Bacal
If you allow angry, difficult or obnoxious customers to cause you to get angry and lose self-control, you're going to lose. Find out why self-control is essential in those tough customer service situations. (Added: 21-Oct-2006 Hits: 1604 )
What is the CARP system for defusing angry and difficult customers? - by Robert Bacal
The CARP system was developed to help you improve your timing and responses when dealing with angry, obnoxious, difficult and aggressive customers. Here's the explanation. (Added: 28-Oct-2006 Hits: 1480 )
Dealing with Cranky Co-Workers and Clients - by Jody Urquhart
Some hints and tips for dealing with difficult and cranky co-workers and clients, and some ideas on banishing negativity in the workplace. (Added: 14-Jun-2004 Hits: 1314 )
Dealing with Difficult Client Complaints for Veterinarianseteranarians - by Mark Cantrell
Even veterinarians have difficult clients, so here are some suggestions about how to mitigate tough client problems. (Added: 19-Oct-2011 Hits: 252 )
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