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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:
Selling to Difficult People - by Patricia WiklundWe 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: 749 )
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: 1193 )
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: 1120 )
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: 1396 )
Why do angry customers pick on me, when I don't make the rules? - by Robert Bacal
It's not fair but often angry customers direct their frustration at you, the nearest employee. Learn more about what to do with these difficult customers. (Added: 17-Oct-2006 Hits: 943 )
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: 300 )
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: 375 )
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: 1313 )
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: 708 )
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: 597 )
Handling Customer Attitudes by Furniture World Magazine - by Ron Wolinski
In 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: 94 )
5 Ways to Cope With Negative Colleagues - by Gary Topchik
People demonstrate their negative attitudes in many different ways. You can learn how to handle each one (identify your colleagues' personality now), but there are some general coping strategies. (Added: 9-Apr-2002 Hits: 1231 )
The Equal Opportunity Harasser Part 1 - by Joni Johnston
For every harassment complaint and discriminatory situation I've helped resolve, I've dealt with ten incidences involving the equal opportunity harasser. Some of us have been unfortunate enough to meet the boss who constantly criticises, demeans, and undermines his employees, or the supervisor who takes delight in overworking and exploiting subordinates. In short, the workplace bully. (Added: 17-Jan-2002 Hits: 941 )
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: 59 )
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: 1472 )
Live With Heart - Handling Difficult People - by Amy Frost
It's quite clear that if you treat people like idiots, they will behave like idiots. ""Jerome Bruner ""What defines a difficult person? One definition -- Someone who makes it a challenge to accomplish your goals or who makes it hard to just keep moving with enjoyment. You cannot change difficult people but you can control your responses to them and learn skills to cope in a healthy ways. "Effective listening is one important key to defusing and not "creating" difficult people and situations. Paraphrasing, perception checking and silence can all be used to enhance connection. (Added: 28-May-2003 Hits: 1400 )
Dealing with Difficult People, Part 1 - by Daniel Robin
Each of us has a "difficult" person hiding inside. Some have it well hidden and only let it out on rare occasions %u2013 unleashing it at the driver of another car, or during competitive sports, or as a familiar loop with a family member. Still others, despite best efforts at self-control, are just one step away from being the case study at some workshop on difficult personality types. (Added: 10-May-2001 Hits: 1873 )
Why are some customers so darned difficult and rude? - by Robert Bacal
It's an age old question. Why are some customers so difficult and obnoxious. Here are some answers. (Added: 17-Oct-2006 Hits: 819 )
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: 1218 )
Article: Dealing with Difficult People, Part 2 - by Daniel Robin
This article will help you understand how "difficult behaviors" in colleagues and customers keep us from doing our best work, and offers strategies for doing something about it. (Added: 10-May-2001 Hits: 820 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.