If your job involves communicating with employees under difficult circumstances, you have probably encountered aggressive or uncooperative people. Handling these situations competently can help you get the results you need rather than an ugly confrontation. Timothy Dimoff discusses strategies for dealing with difficult people in the workplace.
- Aggressive versus assertive behavior
- The difference between reacting and responding
- Stages of aggression
- De-escalating aggression
- Things never to say to someone
- How to speak “Peace Language”