The Change Agent Blog:

Change Agent Briefing V4 Issue 2


Dealing with Difficult People. When it comes to criticism, most people think it is more blessed to give criticism than to receive it, particularly if the criticism comes from a difficult person. Capitalize on three techniques you can use when dealing with critics.

Download issue in Acrobat Portable Document Format (.PDF)

Audio Excerpts:

Typical Reactions to Complaints and Criticism” (5.50 minutes)


Fog, Don’t Flog Your Critics” (9.51 minutes)


The Problem with Information Assumption” (5.46 minutes)

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Patti’s teaching skills are excellent in that she involves her audience in exercises to illustrate a point or technique. This ensures that individuals will be able to reflect back and retain the information being taught and effectively utilize it, personally or professionally.

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