Managing difficult people

If you want to be really good at managing difficult people, you need to learn and apply the magic of rapport. I say magic, because if you develop that skill, you will make your life so much easier.

Rapport is not just about speaking to other people; it’s about listening and understanding how the other person sees the situation. It’s also about being able to empathise and appreciate how others feel.

Everybody sees the world in a different way. The person with good rapport skills understands this and thinks about it when communicating with other people. Good rapport-building skills are about conveying to the other person that you see the world in the same way that they see it.