Here are ten quotes I got from the book, Dealing With Difficult People by Roy Lilley. You can read my review of the book here and summary of a lesson I curated from the book here.
- There is no such thing ad a difficult person. There are just people we need to learn to deal with.
- The six most important words: I admit I made a mistake. The two most important words: thank you. The one most important word: we. The least important word: I.
- Remember this: difficult people ate predictable people. Avoid having a row.
- The precise definition of conflict is a: direct disagreement of ideas or interests, a battle or struggle, antagonism or opposition. Add to that incompatibility and interference and you get s pretty ugly picture.
- Working with people means just that. It also means working sometimes with difficult people.
- Personal attacks don’t work. They leave behind a stain on a relationship which can take forever to remove.
- Never let a sense of competition creep in between you and your colleagues. You should be collaborating instead to beat the competition from outside the organization.
- Never let it get personal; separate the issue from the person.
- If you don’t take time to tell people what you want, how do you expect they will ever be able to give you what you want?
- The worst thing you can say to someone who has lost it is ‘calm down’.
