Chapter 3Communicating With Difficult People

Courage is what it takes to stand up and speak; courage is also what it takes to sit down and listen.

Winston Churchill

Having thought about how you currently respond to other people, your expectations and beliefs about the way others should behave towards you, the next step in dealing with difficult people is to improve your communication skills, to know what to say and what not to say.

Knowing the right thing to say isn't always easy, particularly in difficult, awkward or heated situations. But communication is more than what you say; communication is a two-way process. It involves talking and listening.

Knowing the right thing to say is a lot easier if you first know how to listen. If you listen ...

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