Difficult People - Tips for Reacting

When dealing with people, be ready to react to the actions of different personalities. Some examples:

- Dealing with the aggressor who is intimidating, hostile, and loves to threaten. What to do: Listen to everything the person has to say. Avoid arguments and be formal, calling the person by name. Be consise and clear with your reactions.

- Dealing with the underminer, who takes pride in criticism and is sarcastic and devious. What to do:Focus on the issues and don't acknowledge sarcasm. Don't overreact.

- Dealing with the unresponsive person, who is difficult to talk to and never reveals his or her ideas. What to do:Ask open-ended questions and learn to be silent. Wait for the person to say something. Be patient and friendly.

- Dealing with the egotist, who knows it all and feels and acts superior. What to do: Make sure you know the facts. Agree when possible and ask questions and listen. Disagree only when you know you are right.

Source: Business Marketing Reference Manual, Tom Lapham, 160 Framington Ave., Bristol, CT 06010