PPT-Dealing with Difficult

People Presented by Everett Perry Morning Blues Perception of Communication 55 Visual 38 Tone 7 Words Repeat this sentence emphasizing one word only I never said she stole my money. Fact or widely held perception number two the problem is growing in terms of the numbers of difficult complainants and the seriousness of their difficult interactions The facts of life The facts of life brPage 3br Fact number three most people woul Auflage Double Dealing Pre Intermediate Students Book und Workbook mit Audio CDs Schofield Frendo schnell und portofrei erhltlich bei beck shopde DIE FACHBUCHHANDLUNG Langenscheidt ELT 2005 Verlag CH Beck im Internet wwwbeckde ISBN 978 526 51149 brP Airway management is really easy….. Except when it isn’t. DEFFINATION. Difficult Intubation is:. Failure to intubate with conventional laryngoscopy after an optimal/best attempt with:. Reasonable experienced . Advanced Managerial Communication. Today’s agenda. Why People Get . Hostile. Effective Listening . Skills. Dealing with Difficult . Questions. Dealing with Difficult Questioners . Delivering Effective Responses. 1. Job 22:4-9--. “Is it because of your reverence that He reproves you, That He enters into judgment against you? 5 “Is not your wickedness great, And your iniquities without end? 6 “For you have taken pledges of your brothers without cause, And stripped men naked. 7 “To the weary you have given no water to drink, And from the hungry you have withheld bread. 8 “But the earth belongs to the mighty man, And the honorable man dwells in it. 9 “You have sent widows away empty, And the strength of the orphans has been crushed. . www.clarimed.co.uk. The BATHE . technique. Useful to use when talking to anxious patients.. B. - . Background. : What is going on in your life?. A. - . Affect. : How do you feel about that?. T. - . Kelley Newcomer, MD. David Kessler . Understand what can cause a patient to become . difficult. Learn about difficult personality types and how to respond to . them. Discuss difficult situations and how to diffuse . STAYING POSITIVE IN A NEGATIVE WORLD. Dealing with Murmuring. STAYING POSITIVE IN A NEGATIVE WORLD. There is a time and a method for. . expressing legitimate concerns.. Dealing with Murmuring. STAYING POSITIVE IN A NEGATIVE WORLD. . The . Attacker. The Fault . Finder. The Two-Faced. The Constant Complainer. The Cold Shoulder. The Time Bomb. The Yes Person. The NO Person. Do any of these sounds familiar????. There are many different “types” of difficult people!. 1. Job 22:4-9--. “Is it because of your reverence that He reproves you, That He enters into judgment against you? 5 “Is not your wickedness great, And your iniquities without end? 6 “For you have taken pledges of your brothers without cause, And stripped men naked. 7 “To the weary you have given no water to drink, And from the hungry you have withheld bread. 8 “But the earth belongs to the mighty man, And the honorable man dwells in it. 9 “You have sent widows away empty, And the strength of the orphans has been crushed. . Learning . Objectives. To gain an understanding of the benefits of . active listening. Practice conflict resolution based on real scenarios. Learn from our most difficult customers. Discuss effective methods of follow up. What is Verbal Judo. Verbal . Judo begins with your state of mind.. In Japanese, . “ju”. means . “gentle”. & . “do”. means . “way”.. Verbal Judo: . The gentle way of persuasion.. Jennifer Woods and Beckie Morris. Government. Business. Health. Luxury Sports Car. Family Wagon. Something that will go thru MUD. Smart Car. No kids- Love it. No kids- someday. Kids- Yes. Grandkids- Yes please, Already there. Customer Service – Dealing With Difficult Customers Objectives Discuss steps to take when encountering difficult customers Identify the difficult customers Aggressive Passive Identify reasons that customers are difficult