TA02- Dealing with difficult people Flashcards
1
Q
A
A
Ask- request co-operation
Finish with thanks/ thank-you
2
Q
W
A
Why- explain reason for action/ power to act etc
3
Q
O
A
Options- provide good/ bad/ good potions & explain consequences. Include motivators (time, money, family, reputation)
4
Q
C
A
Confirm- they understand. Is there anything I can say or do? I would like to think there is.
5
Q
A
A
Act- take appropriate action depending on the situation.
6
Q
Main emotive influences are:
A
Grief Anger Fear Frustration Embarrassment
