Dealing With Difficult People

You can tell people to go to Hell and if you tell them in the right way they'll say "That sounds like a nice place at this time of year"

How do you define someone as a "difficult person"? How does your perception affect your judgement of a person who is upset or picking a fight with you?

In this interview, Amy Woodall, EVP at hashtag#SandlerTrustpointe discusses practical, real world tactics you can use every day to neutralise hostile situations, achieving agreement & commitment, even without having consensus.

She teaches you to take control of difficult situations, achieve a satisfactory outcome & retain customers even when they are angry or threatening to leave for a competitor We explore the psychology behind conflict & your reaction to it. She offers tips & tactics on dealing with your own feelings when confronting a difficult person so you stay calm & in control.

We discuss why people get upset, the psychology beneath their behaviour & how you can overcome your own triggers & harmful scripting We explore how you can raise the quality of customer complaint management to drive sales & customer retention

Amy recommended the book "A Complaint is a Gift" by Janelle Barlow 

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If you are the owner or CEO of a technology company and your goal is to grow your business and achieve real, sustainable hypergrowth with highly engaged and highly productive employees and clients who stick with you year after year, let’s schedule time for a brief conversation.

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