Difficult People: We all know them, but how do we effectively communicate with them?
Everyone encounters a difficult person at work from time to time. Whether it be a coworker or a client, here are some tips for dealing with difficult individuals:
Listen, Listen, Listen
Focus on what the other person is saying, not what you want to say and try not to interject. They want to feel like they are being heard. Once they feel that they have been acknowledged you can continue the conversation.
Stay Composed
Losing your temper or getting frustrated won't help the situation. Take deep breathes and try to stay calm. Letting them vent and keeping your composure should help to deescalate them.
Don't Get Defensive
Whatever the other person is upset about, most likely does not have anything to do with you on a personal level. As hard as it may be to tolerate their behavior or statements you disagree with, remember that this is not about you. Pushing back too hard will likely escalate the situation.
Deescalate With an Apology
An apology can be out of empathy and not an admission of guilt. Tell them "I'm sorry you have to handle this". This shows that you recognize their feelings and are willing to work through the situation with them.
Explain Your Point of View
If the individual has calmed down enough to listen, explain your actions in a clear and concise manner. Do not get argumentative; share the logic behind your actions.
Be Flexible
Realize that everyone responds to stress and situations differently. No matter how diplomatic you are sometimes it won't be enough.
Know When to Get Help
Sometimes you can't deescalate and move a situation forward on your own. Know when you need to take a step back and ask a superior to step in. Share with them what happened and let them know the techniques you used to try to handle the situation on your own.