Imaging if you could deal with difficult people – effectively, with dignity and grace and love in your heart. You can – if you use reason and science and LOVE!
I was just chatting with a friend. They helped their mother in law, who is often angry with them, figure out how to stream a video service on their tv. They did this over the phone. Her husband overheard and said it was crazy. This woman is apparently rather cranky and uptight and difficult to deal with. My friend just helped her with love and compassion and even when the woman was upset and frustrated, just giggled and continued to help, eventually resolving the problem in just under 20 mins.
Why did this work? Well - compassion works. Love Works. And yes, there is some science behind that. Specifically, behavioral science.
Cranky people are cranky because something is wrong. In this example, what was wrong, was the tv. If she expressed anger and frustration at my friend, it wasn't because my friend had done something wrong. It was because the cranky person wanted to watch tv and couldn't.
My friend didn't get angry or frustrated too. She just continued to help her mother in law fix the problem. And eventually, it worked.
PS - if you want to learn how to do this or you want to teach your staff how to do this - check out my course - How to Handle Cranky Customer Problems. https://humanistlearning.com/crankycustomers/
Meeting frustration with frustration only makes for more frustrated people.
Human interactions are a dance of stimulus response. Someone does something (stimulates you), and you respond. The key to really understanding these interactions is to understand, your response is a stimulus to the other person.
It doesn't matter why the cranky person is the way they are. It's likely not about you. You are just the convenient person for them to vent to. Lucky you.
Responding as if impersonal attacks are personal, doesn't fix the problem. Recognizing the pain the other person is in, doesn't justify their behavior. What it does is help you respond in a way that fixes the problem so that their crankiness - is no longer a problem - FOR YOU!
That puts you in a position to help them. With love and a smile on your face.
So - the next time you find yourself dealing with a difficult person, don't take it personally. Accept that they are cranky and treat them the way you would want to be treated if you were cranky - with love and kindness. It goes a long way.
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