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Post by xingboma on May 6, 2014 21:37:00 GMT -6
I found this video very educational on dealing with enraged or troubling employees. By not only going on the defensive, instead of attacking them back head on. You are able to show that you also have an opinion and are human like them, while they wait, premeditated, for a heated response. Which allows you to defuse the employee and get back to the situation at hand.
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Post by Shondrea Lovette on May 6, 2014 23:53:25 GMT -6
I like this video because it teaches us how to diffuse issues and to deal with difficult people. In life there are situations and circumstances that we face on a daily basis and how we deal with that situation will either makes or brakes us. Sometime in difficult situations one have to give up right for wrong because sometimes it takes the bigger person to walk away. In situation like these it important to listen to the root of the problem and then examine the causes then try to diffuse the situations by correcting the mistake that lead up to the error.
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Post by kristendodd1 on May 7, 2014 19:45:25 GMT -6
I definitely agree with this video. It is something that all people in the business world should see. Everyday we deal with people who complain and are just hard to deal with. The 3 ways to deal with people from the video is: Shift your attention to your own feelings and thoughts, respond with non-judgmental observation, and ask a thoughtful question. All of these things can help someone deal with difficult people.
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Post by halearnold on May 8, 2014 6:59:42 GMT -6
The information in the video was informative. In a nutshell, put your big boy underwear or big girl panties on and handle it. Don't pretend problem people don't exist, but be prepared to handle them properly. I like that she pointed out ways to diffuse people in the presentation setting, not by arguing or counter defense but simply talking and identifying the situation. If people find the courage to actually handle it this way they will excel in life in general.
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Post by briandavis1 on May 8, 2014 12:34:51 GMT -6
Dealing with difficult people is always the most annoying. Learning how to handle difficult people are hard tasks.
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Post by bleblanc on May 9, 2014 9:53:56 GMT -6
It is crucial for employees to have the skill set to deal with day to day problems that may arise. Knowing how to deal with upset customers is crucial in any business. You want to quickly diffuse and calm the person who is upset before it escalates into something drastic. When I worked in retail you dealt with at least one disgruntled customer a day. Most of the time it was easy to fix the problem and make the customer happy again. There were a few times when nothing you did could ever be right to them and they flew off the handle at you. I had one customer threaten to call the news on our store because of the 'false advertisements' we had around the store. All of this was because she didn't bother to read the sign that was posted. My manager told her to let him know which channel she was going to call so that he could be sure to tell his wife to tape it if he was on TV. This may not have been the best way to handle the situation, but I found it to be highly entertaining.
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Post by paigecrawford on May 9, 2014 11:17:32 GMT -6
Diffusing difficult people. In this video she says that if you change your reaction to people then they're reaction to you will change. She says you have to shift your attention to your feelings and thoughts. Then take a deep breath and answer with a non-judgmental observation. Lastly you can ask a question. I think this is wise advice and it is very true. I will definitely use it and try to practice this behavior.
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Post by jodiemalley on May 11, 2014 9:25:57 GMT -6
All people can be difficult. When dealing with a difficult situation that a person brings to a company, managers should know how to diffuse the situation. Usually this kind of situation arises from a customer having a bad experience of doing business with the company. So managers should be able to listen to the complaints and deal with the person in a professional manner. When a manager becomes difficult as well business can be lost. People talk and work of mouth is powerful. So a company would not want managers to become the difficult person. Training managers to deal with the negative situations, difficult people, etc is important.
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Post by jprend on May 11, 2014 21:20:42 GMT -6
Everyone has the difficult people in a company and everyone has to deal with them. Change your reaction to difficult people. You need to be patient when it comes to difficult people. You need to think of the feelings that you are feeling you also need to make a non judgemental decision about the person and last you need to ask a thoughtful question. I think this video is very important to watch if you are in the workplace. It will promote better judgement and a more successful company.
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Deleted
Deleted Member
Posts: 0
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Post by Deleted on May 12, 2014 15:19:43 GMT -6
Difficult decisions in management happen every single day. Most of the problems come from communication. Learning how to talk to your co-workers and figuring out how to communicate efficiently can help any manager to fix problems right when they happen.
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Post by Spencer Ragas on May 12, 2014 15:26:41 GMT -6
After watching this video and thinking about it, I actually agree with some of the techniques the speaker mentioned in this video on how to defuse difficult people. I have used some of these techniques and they have worked for me, but I don't think these techniques are for everyone. In order to use these techniques, you have to be very observant and aware of other peoples attitudes. You also need to be patient rather than a hot head. I think the best technique mentioned in the video was responding with a thoughtful question.
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tessia
Junior Member
Posts: 37
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Post by tessia on May 12, 2014 16:31:17 GMT -6
This video was very helpful. Shifting your attention from the anxiety caused by how difficult people interact with you to your feelings and emotions is a good move to make. Responding with a nonjudgmental observation or asking a question will help to diffuse the situation also. If you change your reaction, people will be caught off-guard and will simmer down quite quickly.
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Post by shennellw on May 13, 2014 9:51:02 GMT -6
I am constantly dealing with people who are difficult at work as well as in my personal life. This video teaches you valuable ways to diffuse difficult situations. I learned a lot form this video that will help me as I go forward with my career.
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Post by patiencedaigle on May 13, 2014 14:29:03 GMT -6
I like the idea of counteracting with a positive. It can turn the situation totally around. Also, your employee or coworker will have greater respect for you in the long run.
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Post by jgilhaus on May 13, 2014 14:56:35 GMT -6
Difficult people are present everywhere we go. Learning to deal with them can be extremely challenging. Being the bigger person can be hard to do at times. Emotional intelligence plays a big part in someone's success. This is one of the situations that experience can be very beneficial. Being able to remain level-headed and calm is everything when dealing with difficult people. Difficult people can be especially challenging when they present themselves over social media (i.e., "internet tough guys").
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