Powerful Start to the New Year
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Leading Edge – Volume 46 – Powerful Start to the New Year
Category: Leading Edge
Merry Christmas and Happy Holidays from Aegis Learning
May the spirit of this holiday season stay with you throughout the coming new year.
Leading Edge – Volume 45 – Difficult People: Conclusion
Difficult People-Conclusion
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Leading Edge – Volume 44 – Holiday Greetings from Aegis Learning
Holiday Greetings from Aegis Learning
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Leading Edge – Volume 43 – Difficult People: Bad Bosses
Dealing with Difficult People-Bad Bosses
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Leading Edge – Volume 42 – Difficult People: Customers and Team Members
Dealing with Difficult People-Customers and Team Members
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Leading Edge – Volume 41 – Difficult People: Responding
Dealing with Difficult People-Responding
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Leading Edge – Volume 39 – Difficult People: Apologies
Dealing with Difficult People-Apologies
A sincere apology offered to a difficult person can go a long way in helping ease the situation and win them over. At a minimum we need to apologize for what they are feeling and an apology is not an admission of wrongdoing.
- Offering an apology does not imply wrongdoing or error
- An apology is a powerful statement of empathy
- At a minimum, offer an apology for the emotion of the difficult person
- Own the situation by using first person pronouns
- Remember, this is not about you but about diffusing the difficult person
Happy Thanksgiving from Aegis Learning
We are so incredibly thankful for all of you. We appreciate greatly our customers, friends, vendors and program participants and on behalf of the entire team at Aegis Learning, Happy Thanksgiving!
Leading Edge – Volume 38 – Difficult People: Empathy
Dealing with Difficult People-Empathy
Genuine and sincere empathy, either situational or emotional, will go a great way to diffuse a difficult person. Always listen for queues in which you can provide empathy and never compare to any situation you have experienced. Also add the use of the person’s name during this step.
- After Listening, We Must Apply Empathy and Understanding to Difficult People
- Empathy is Relating to People Either Situationally or Emotionally
- Situational Empathy is You Have Experienced the Same Thing
- Emotional Empathy is You Have Experienced the Emotion
And never, ever, use comparative empathy when you directly compare someone’s experience to yours. A real empathy killer.