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.
