Dealing with Difficult People-Introduction

• Difficult people exist in all facets of our work and life. They can be customers, team members, bosses, peers and family members.
• Not all difficult people can be saved or turned into fans. Our job is to mitigate who we can with a consistent application of skills and self-mastery.
• The cost and risk associated with difficult people is large. Organizational impact can be measured in time and weighted salary dollars dealing with problematic team members and customers.
• The degree of impact we have with difficult people varies by our relationship with them and the role they play in our lives.