You can tell people to go to Hell and if you tell them in the right way they'll say "That sounds like a nice place at this time of year"

How do you define someone as a "difficult person"? How does your perception affect your judgement of a person who is upset or picking a fight with you?

In this interview, Amy Woodall, EVP at hashtag#SandlerTrustpointe discusses practical, real world tactics you can use every day to neutralise hostile situations, achieving agreement & commitment, even without having consensus.

She teaches you to take control of difficult situations, achieve a satisfactory outcome & retain customers even when they are angry or threatening to leave for a competitor We explore the psychology behind conflict & your reaction to it. She offers tips & tactics on dealing with your own feelings when confronting a difficult person so you stay calm & in control.

We discuss why people get upset, the psychology beneath their behaviour & how you can overcome your own triggers & harmful scripting We explore how you can raise the quality of customer complaint management to drive sales & customer retention

To buy Amy's mini course on #DealingWithDifficultPeople you can do that via the #SandlerShop under #OnlineCourses

Amy recommended the book "A Complaint is a Gift" by Janelle Barlow 

Type "My opinion dictates my perception" to receive a free chapter of Customer Service the Sandler Way. If you can't wait and want to buy a copy you can get it on Amazon here