Working with Difficult People by Derek Hendrikz covers emotion, anger management, angry customers, behaviour, emotional intelligence, communication. www.derekhendrikz.com

1. derek hendrikz www.derekhendrikz.co

2. Copyright © 2014
Derek Hendrikz Consulting
www.derekhendrikz.com

3. Rules of handling difficult people
www.derekhendrikz.com

4. Most important - NEVER LOSE YOUR COOL. You can choose
how to react.
www.derekhendrikz.com

5. Angry people have a need that isn’t being met.
www.derekhendrikz.com

6. First deal with the person’s feelings - empathy “I don’t blame you
for being upset”. Listen carefully, maintain eye contact, nodding
your head, ask questions to clarify, and give feedback.
www.derekhendrikz.com

7. Then deal with their problem. Find out what they want from you.
“I see we have a problem here. What would you like me to do to
help you?” www.derekhendrikz.com

8. What to do when you can’t meet their needs?? - Offer
alternatives - What can you do that comes closest to the need.
They must choose alternative - put them in the “driver seat”!
www.derekhendrikz.com

9. Personal finishing touch - “Let me know if you have any
other problems” www.derekhendrikz.com

10. You may not be able to satisfy people fully, but you can try
to negotiate with them so there’s no winner or loser.
www.derekhendrikz.com

11. If you made the mistake admit it and apologise…
And then fix it!!
www.derekhendrikz.com

12. Remember…
www.derekhendrikz.com

13. A difficult person is a person whose behaviour is
creating problems for you and other people.
www.derekhendrikz.com

14. To handle difficult people means handling difficult
behaviour.
www.derekhendrikz.com

15. We can control difficult people through our
behaviour.
www.derekhendrikz.com

16. Seven Steps to handling difficult people:
1. Step 1: Show empathy
2. Step 2: Listen and understand
3. Step 3: Uncover expectations
4. Step 4: Repeat specifics
5. Step 5: Outline solutions and alternatives
6. Step 6: Take action
7. Step 7: Double check for satisfaction
www.derekhendrikz.com

17. When working with
unhappy and frustrated
people, you must firstly
address their emotions
before you can address
the actual problem!
www.derekhendrikz.com