5. Stick to the Facts
坚持实事求是
Learning how to deal with difficult people often means sticking to the facts. Avoid saying subjective things such as, “You shouldn’t have…” or “That was way out of line.” Instead, state the facts and remain as objective as possible about the order of events.
和难处的人打交道,最重要的就是坚持实事求是。不要讲主观的话,比如“你不应该……”或“太过分了!” 相反,请阐明事实,尽可能对事件条理保持客观态度。
6. Work the Solution
找到解决措施
Avoid focusing on the problem for too long. There’s no need to place blame, rehash over and over why it was wrong, or just repeatedly point out the negative. Take responsibility for your behavior and then direct the conversation toward a solution.
避免在问题上纠结太久。没必要去责怪、一遍又一遍哀怨为什么,或反复盯着消极面不放手。为自己的行为承担责任,将对话引到解决办法上。
Suggest several possible ways to solve the problem. Invite difficult people to do the same. Try to look for a solution that everyone can agree on.
提出解决问题的几个可行办法,带动对方一起想办法,然后争取找出一个双方都能接受的措施。
7. Behave Respectfully
言行举止要得体
No matter how difficult the conversation gets, maintain respectful behavior at all times. You can’t control how the other person behaves or reacts, but you can control your own behavior. Leave the conversation being able to hold your head high, knowing you conducted yourself in the most professional manner possible.
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