I just read the story about the flight attendant who lost his cool after an incident with an unruly passenger.
Civility seems to be a thing of the past, so it’s more important than ever to know how to respond to difficult people in touchy situations. In fact, success as a real estate professional requires the ability to work with all kinds of people in all kinds of situations.
Here are eight suggestions for handling difficult people in difficult situations.
- Empathize. Learn to shift your perspective so you can see the situation from the other person’s point of view.
- Listen. Sometimes people who are upset only want someone to hear them out.
- Maintain Respect. Remember, there’s a real person behind all that bad behavior. Try to maintain your respect for the person even if you can’t accept their outlandish actions.
- Take Time Out. It works for your children and can work for you. Take a moment to de-stress before responding to the situation.
- Keep Your Perspective. When you’re in a tough spot, remember that years from now, you’ll probably laugh about this incident. So relax and take it in stride now.
- Use Humor. Why wait years to laugh. There’s humor in almost any situation if you look at it in the right way.
- Surprise Them. You probably shouldn’t laugh in the face of someone who’s angry—but on the other hand, sometimes saying something humorous or totally unexpected can leave loudmouthed bullies speechless and change the dynamic of the situation.
- Stay in Control. Whatever you do, always maintain your composure. In a touch situation, someone has to stay level-headed and unemotional. Make sure that someone is you.
What else would you add?