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[分享］Dealing With Difficult People［以搜索，无重复］
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“Communication is like a phone number. If you leave one number out, (only ten percent of the number), the call will not go through. If you dial the area code at the end as an after-thought, the call does not get through. You need all the digits to get through, and you need them in the right order.” Dealing with difficult people viii Recognize the 10 most unwanted behaviors 1 Choose your approach 3 Understand the four intents 5 Understand the first intent: get it done 7 Understand the second intent: get it right 9 Understand the third intent: get along 11 Understand the fourth intent: get appreciated 13 Recognize the results of threatened intents 15 Reduce differences 17 Listen to understand 19 Reach a deeper understanding 21 Speak to be understood 23 Project and expect the best 25 Bring out the best in the Tank 27 Bring out the best in the Sniper 29 Bring out the best in the Know-It-All 31 Bring out the best in the Think-They-Know-It-All 33 Bring out the best in the Grenade 35 Bring out the best in the Yes Person 37 Bring out the best in the Maybe Person 39 Bring out the best in the Nothing Person 41 Bring out the best in the No Person 43 Bring out the best in the Whiner 45 Take the first three action steps 47 |
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