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Chapter 6. Identifying the Garden-Variet... > Take Action to Prevent Worsening Beh... - Pg. 58

Identifying the Garden-Variety Difficult Employee 58 Take Action to Prevent Worsening Behavior By now you've probably caught on that we believe in early action, even when the difficult behavior is relatively minor. By acting early, you prevent an escalation of the problem. What actions can you take? You have several tools for dealing with difficult people. We will get more specific in the next few chapters, but let's outline them now, and provide some specific tips for the use of the tools. Your Interpersonal Tools When we talk about interpersonal tools, we are talking mostly about the way you communicate with someone. If you use effective interpersonal communication skills, you are more likely to get through to a difficult person, to increase your influence, and play a helping role rather than a "hit-'em-with- a-stick" role. Your interpersonal skills are the frontline tools you rely on when dealing with difficult and nondifficult people alike. They include things like listening, questioning skills, empathy skills, taking on a helper role, and working in cooperative modes. This Won't Work!