Aristotle said: "Anyone can become angry, that is easy. But to be
angry with the right person, to the right degree, at the right time, for
the right purpose and in the right way – this is not easy!"
Why can people be difficult? People often feel under pressure, rushed, insecure, angry or even stressed. However, how difficult it is to deal with somebody depends on your self-esteem, confidence and professional courage.
What should we do to change our behaviour? Lesley suggested:
a) Listen – so you understand the concern
b) Relate – apologise without justification
c) Propose – try and come up with a solution.
Lesley invited our guests to discuss situations they had faced, or were facing, which led the group to build strategies for the future.
Top tips to manage our response to challenging behaviour:
Why can people be difficult? People often feel under pressure, rushed, insecure, angry or even stressed. However, how difficult it is to deal with somebody depends on your self-esteem, confidence and professional courage.
What should we do to change our behaviour? Lesley suggested:
a) Listen – so you understand the concern
b) Relate – apologise without justification
c) Propose – try and come up with a solution.
Lesley invited our guests to discuss situations they had faced, or were facing, which led the group to build strategies for the future.
Top tips to manage our response to challenging behaviour:
- Take a step back – no-one can make you feel anything
- Don’t hold a grudge
- Write down the exact problem and your desired resolution
- Take control of the situation – arrange a meeting, do it privately and be armed with the facts
- Ensure your strategy is not formulated on the basis of ‘winning’ or ‘losing’
- Look to solve the problem, not the person
- Role play so you can get used to aggressive behaviour
- Express yourself. Write down all the negativity – get it out of your system – then throw it away!
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