Beruflich Dokumente
Kultur Dokumente
6. Document everything.
7. Be open, honest, and professional – and therefore
guiltless.
8. Don‟t allow yourself to be intimidated or targeted.
9. And remember that the truth, like sunshine, always
comes out!
The Shy and Quiet
THE CLAMS
Active Listening:
Active listening, as the name suggests, is an active process. As
you listen to the person speak and watch their facial expressions
and body language, you‟re actively asking yourself the following
three questions:
1. What is or was this person feeling?
2. What exactly did this person experience?
3. What did this person do?
Listening Skills for Dealing with
Difficult People
Sandra A. Crowe (1999). Since Strangling Isn't an Option: Dealing With Difficult
People-Common Problems and Uncommon Solutions (1999). Berkley Publishing
Group.
Robert a Cava (2004). Dealing with Difficult People. Firefly Publications.
Goleman, Daniel; Boyatzis, Richard; & McKee, Annie (2002). Primal
Leadership: Recognizing the Power of Emotional Intelligence. Harvard Business
School Publishing.
Thank You
Q&A