Managing Difficult People

This conversation with psychologist Sharon Bent starts with the ’empathy continuum’ – a way of distinguishing between types of difficult people and how we should modulate our response accordingly.  We discuss the ‘dashboard’ model that uses intention and remorse as two indicators of how much empathy and what sort of consequences we should apply.  The conversation then addresses useful strategies in working productively with conflict: 1. needs-based requests; 2. don’t want, do want; and 3. the broken record.