by Dawn Jones | Publisher: Total Training | Release Date: August 2013 | ISBN: 10000SPDDP000

Spend an hour with Dawn in the Dealing with Difficult People tutorial, and you'll know exactly what to say and do to defuse volatile situations and bring out the best in people, no matter how difficult they are. Anyone who can effectively deal with difficult people and situations enjoys a real advantage in the workplace. Next time, be prepared. In this course, you'll look at what bugs you, who you are and why you respond the way you do, how to make new changes stick, where to stand your ground, and when to walk away.

1. DEALING WITH DIFFICULT PEOPLE
   • Introduction 00:07:16
   • Pinpointing Your Triggers 00:11:04
   • Culture, Upbringing and Personality: Your Responses to Difficult Circumstances 00:15:44
   • Techniques for Defusing Difficult People and Challenging Situations 00:12:42
   • What to Do and Say to De-escalate Volatile People and Situations 00:17:54