'We all encounter difficult people in the course of our work. Perhaps it is a coworker, a patient, or maybe it is the boss. In this second of a two part series, international consultant Brian Lee, discusses communication techniques and the golden rule of listening when dealing with difficult people. Lee also addresses how to uncover your “hot buttons” and how to retain emotional self-control. After completing this activity, the participant should be able to: 1. discuss how to utilize the power of questions to gain control without making others feel manipulated. 2. identify the 4 DISC behavior styles and avoid unnecessary conflict by adapting his or her communication skills appropriately. 3. discuss how to retain emotional self-control under the most pressing and challenging circumstances so that he or she does not become part of the problem. 4. discuss how to calm down angry, aggressive, difficult people, even those who do not want to be calmed down.

Media: VHS

Language: English
Release Date: 2003
Region: International
Time: 30:00