Most of us shy away from any person or situation that is described with the adjective "Difficult", but there are those of us that see this as a challenge. Could it be that the latter group are prepared to dig deeper and have realised what a satisfying experience this could be?
What do difficult people/customers look like?
- Demanding person: Wants it now and you should make it happen.
- The quiet, sarcastic person: This person disguises sarcastic comments as polite conversation in order to let you know that there are doubts and fears and that this behavior will steer you in the direction they want you to go.
- The shouter: Believes his loud shouting will hide his own vulnerabilities and fears.
- The back-handed person: Believes he/she can demand good performance by first complimenting you and then challenging you to deliver the same standard in order for him to get the outcome he/she wants.
- The totally unorganised person: He or she demands a lot of detail from you in order to hide their own disorganised methods.
What we need to bear in mind while dealing with difficult people/situations:
- Remember: The better and more effectively you listen, the easier it will be to know what fear is motivating this behavior.
- Remember: The quiet sarcasm and shouting is to get a certain outcome. So do not take this personally. Best is to ignore it and work towards a solution.
- Remember: Never interrupt - listen in silence.
-Remember: Take notes when dates, names or figures are mentioned.
- Remember: Ask applicable questions to show interest and to get the correct information.
- Remember: Show empathy and understanding and use positive speech and even compliments where due.
Next time you recognise a difficult person/situation, breathe, stand tall, make use of the above-mentioned tips and you'll make life much easier for yourself and the so-called "difficult" person.
"A warm smile is the universal language of kindness." ~ William Arthur Ward.
Staff Training presents its half-day workshop: How to Deal with Difficult Clients nationwide. Email us for more information or call (021) 839 3021.