Dealing With Difficult People

By Rhonda Scharf

Whether you have to handle a customer who shouts at you for doing your job, or a team member who takes credit for your ideas, this book will show you ways to stop falling victim to those difficult people who make life miserable for the rest of us.

Rhonda Scharf is a professional speaker, trainer and author who (sadly) has quite a bit of experience dealing with difficult people. She shares her experience, skills and techniques in a real-life way that is immediately applicable for all.

This book isn’t about theory; it’s about straightforward solutions that will work for you now! Rhonda has been teaching workshops on Dealing with Difficult People and Confrontation Skills to companies worldwide since 1993.

• Language: English
• Publisher: Rhonda Scharf
• Release date: Mar 10, 2014
• ISBN: 9781311593481

Rhonda Scharf

Rhonda Scharf is a Professional Speaker, Trainer, and well respect Author based in Ottawa, ON. She has earned the highest speaking designation in the world, the “Certified Speaking Professional” designation (CSP).Rhonda is more than happy to come to your workplace and offer these real-life skills in person. She makes a potentially threatening topic fun, entertaining and easy to deal with. Interaction in a key component of all of her training programs, webinars and keynotes. When you hire Rhonda, your workplace will be a better place!Since 1993, organizations worldwide have been singing the praises of her programs, such as Dealing with Difficult People, Confrontation Skills, and Beat the Bully!Based in Ottawa, Ontario, and Fort Myers, Florida, Rhonda likes to follow the sun when she time to relax. Regardless of where you are (lf were she is), she will gladly come to you.She is a mom and step-mom to three young adults, still part of a blended family, from a blended family, with a very large extended family. Rhonda’s real-life stories will entertain you while at the same time teaching you lifelong skills. Dysfunction is no stranger to Rhonda, and she shares how to deal with all the challenges that come from those strange and sometimes unhealthy relationship.In her spare time, Rhonda and her husband like to travel, run and watch sunsets.

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Dealing with Difficult People

By Rhonda Scharf, CSP

Copyright 2013 by Rhonda Scharf

Published by Rhonda Scharf at Smashwords

This book is available in print.

All rights reserved. No part of this publication may be reproduced, stored in or introduced into a retrieval system, or transmitted, in any form, or by any means, including photocopying, recording or other electronic or mechanical methods, without the prior written permission of the above publisher of the book, or the above author of the book, except in the case of brief quotations embodied in critical reviews and certain other non-commercial uses permitted by copyright law.

Smashwords Edition, License Notes

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Table of Contents

Chapter 1 - A Difficult Person Defined

Chapter 2 - Preparing to Build Your Strategy

Chapter 3 - What is Their Payoff?

Chapter 4 - Is this Innocent of Intentional?

Chapter 5 - Our Choices

Chapter 6 - Boundaries

Chapter 7 - What to do When Nothing Has Worked So Far

Chapter 8 - Working Closely with a Difficult Person

Chapter 9 - How to Respond When Someone is Yelling at You

Chapter 10 - How to Recognize a Successful Strategy

Closing Thoughts

Worksheets

About the Author

Connect with Rhonda

Other Books by Rhonda

Chapter 1: A Difficult Person Defined

It is so easy to feel that we run into difficult people everywhere we turn. Some days we feel as if the world is ganging up on us. We run across the person on the highway that deliberately rides our bumper, the person on the bus that has loud personal telephone conversations for everyone to hear, and that someone in the office who seems to think that it is just fine for them to eat a lunch they did not bring into the office!

And, let’s be honest, some days we feel like our face is on a target and everywhere we turn, everyone is taking aim.

Those days, hours and situations can be draining. We can feel like the light at the end of the tunnel is a train coming straight for us. It makes going to work a chore sometimes not worth doing, and certainly affects our sleep, our stress and eventually our sanity.

This book is your hope. The hope that with the right skills you can deal with those difficult situations. The hope that you can overcome those days that break us down into a blubbering mess and the hope that someday those difficult people will just leave us alone.

We’ll explore exactly how to create your strategy to deal with your difficult person and by the end of this book you’ll have the confidence you need to face those challenging situations head on, without cowering away, and with the professionalism to make sleep at night easy.

Dictionary.com defines difficult people as those people who continually and chronically get in your way of you doing your job and living your life effectively.

That means it's not just on Fridays, it's not just when they're in a cranky mood, it's not just when they've got you in their targets, it's every single time. It's almost as if they go home and plot how to ruin your next day. Of course they don't, but it sure feels like that doesn’t it?

Now according to some experts, that's only 2% of the population. That is a really small percentage which I don't happen to agree with. Because we live in an age where so much communication is done virtually, I believe that not only is that number much higher, but that it is rising exponentially daily. There is so much communication done on email, message boards, text, Facebook, etc., and people can be incredibly difficult and mean when they aren’t face-to-face with the person they are attacking. You also know that if your job requires you to deal with people over the telephone, your average will be higher than 2% as well. Once you take away the human connection, people tend to be far more difficult than when they are face-to-face. For some it is a license to be difficult.

That being said, working with someone who continually and chronically