Dealing with Difficult Members. Cortney Seaton Training Coordinator Bayer HFCU. Different Personalities. Listen with Respect Do not Antagonize Use Questions to Calm and Clarify Do not Patronize Stay Calm. Do not take it Personally Realize that some people are hostile
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I didn’t do it…guess I’ll let someone else fix it.
Oh no! I made a mistake. Maybe the member won’t notice???
Grrr…I’m not helping because I didn’t do it. I don’t care if the member has to wait. I’m not doing it.
Then to be Understood