Summary of Renee Evenson's Powerful Phrases for Dealing with Difficult People

Please note: This is a companion version & not the original book. Sample Book Insights: #1 When you're forced to work with people you wouldn't choose to be with, it can be difficult to maintain your composure and control your emotions. However, you must learn how to communicate assertively and constructively in order to resolve conflict. #2 During a staff meeting, Kate was presenting when one of her coworkers, Emma, interrupted and disagreed with what she was saying.
As a result, Kate lost her concentration and confidence and found it difficult to regroup and get back on track. #3 When Kate accused Emma of always interrupting her, the conversation quickly escalated and went downhill. Both women spoke angrily, and there was no way to turn their banter into a constructive dialogue. #4 The number one rule when resolving conflict is to never start a conversation with the word you.
It will immediately put the other person on the defensive. Instead, start a conversation with an I statement and explain how the other person's behavior made you feel.