On May 10, Rhonda Kemmis presented on how to deal with difficult people to over 120 virtual SDAHO members. Ms. Kemmis shared tips on how to best deal with difficult employees and customers. Throughout her presentation, she shared various tips on how to handle these situations with gold standard responses. A few of the tips and gold standards include the following:
- Employee Tip: Be mindful of your verbals and extra-verbals (words = 7%, tone = 38%, body language = 55%).
- Gold Standard: Diplomacy is to do and say the nicest things in the nicest ways.
- Employee Tip: Be skilled at diffusing anger.
- Gold Standard: Emotional intelligence will bring the best result every time.
- Employee Tip: Don’t take it personally.
- Gold Standard: Customers are unhappy with the issues not the people trying to solve them.
To view the entire session and to receive the entire list of Gold Standard responses, click here and scroll to ‘Recordings’ and navigate to ‘Leadership’. SDAHO members can access this session for no additional cost.
