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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As a result of your work with us, we have made a steadfast commitment to make superior customer service a competitive advantage for our bank. And to date, the results of your program have been remarkable: • Customer complaint letters have declined 90%; • Customer compliment letters have increased nearly 50%; • Regulatory complaints are at an all-time low for our region. We could not have done this without you. I cannot tell you how many people have thanked our executives for bringing this program to Western Michigan. That is amazing considering that this program was “mandatory attendance” – our staff’s excitement about the program is truly a reflection of your talent and ability to hold the attention of a “captive” audience!

Fifth Third Bank

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