by Chris Bennett
Dealing with 'difficult' clients, suppliers or employees can test anyone's patience.
It is easy to fall into the trap of spending too much time and energy in dealing with a difficult person.
Here is how you can save time and energy - and perhaps your sanity!
Be Calm
Stay calm by pausing and listening before you respond. This will help avoid the temptation to fire back and say things that can make someone even more difficult to deal with.
Acknowledge differences
Acknowledge to yourself that people are different. This is obvious but can be forgotten when dealing with a difficult person. The differences may be cultural or related to age, communication styles, attitudes or values etc. A mental note of these differences will help you respond in an appropriate manner. Ignoring differences can escalate a conversation into an argument - and nobody wins in that situation.
Logic or emotion?
Try to determine if the difficult person is coming from a logical or emotional mindset. If logic is being used then you can deal with it in a rational way. If it is an emotional reaction, then acknowledge the emotion first. One of the worst things you can do is try using logic when dealing with emotions. It doesn't work.
Focus on a common goal
Focus on a common goal because it is then much easier to deal with and resolve a problem with a difficult person. For example if a client is being difficult because of poor service, then focus how you can redress that particular problem. Do this and you both share a common goal of 'good service'. Focusing on a common goal helps to defuse the situation - and you can avoid escalating it into a debate about an increasing list of other complaints!
Be assertive
Passive or aggressive behaviour is not helpful. Passive behaviour may solve the problem immediately but you will most likely end up feeling frustrated. Aggressive behaviour can escalate the difficulties. Assertive behaviour is the better choice as it will help maintain your dignity and gain respect.
Try these techniques and they should help you avoid saying "You're just being difficult!"
