Whether you are face-to-face, on the phone, or receiving email, dealing with upset and difficult people requires an attitude check: your attitude. Learn the attitudes and skills to help you deal with challenging people.
- Attitudes and skills for dealing with difficult people
- Five steps to defusing defensiveness
- The importance of “positive phrasing”
- Dealing positively with the chronic complainer
- The importance of keeping our work-space balanced and in harmony