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
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