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Did you ever try to communicate with someone who thought they knew it all?
The “Know-It-All”
They think they know more about your job than you do, and everything else for that matter. And furthermore, they have never been wrong! Often their behavior is arrogant and condescending, and they don’t usually listen well at all. They are short on “thank you” and “please” and virtually devoid of “I’m sorry.”
With most “Know-It-All’s” the best way to deal with them is not to get defensive, not to try to win an argument, lose the battles willingly and without anger, and go for the war. Solve the problem as quickly as you can, if possible, and then try to move on.
One technique I’ve discovered to be very helpful in dealing with very difficult types is to feel sorry for them; to put myself in their shoes and imagine how difficult life must be for a person who thinks they know it all. As soon as I get in that frame of mind, they can’t get under my skin quite as much because I don’t take it personally.
The Abusive Person
Unfortunately, we’ve all had the very unpleasant experience of dealing with someone who becomes abusive or offensive, either through excessive profanity, or using words to ridicule or degrade us or someone else. A woman shared with me that a customer said to her: “Let me talk to someone who has a brain larger than a two year old.” That is offensive and unacceptable.
Don’t expose yourself to that garbage talk. The best way to respond is to give a warning, and if their behavior does not change, end the conversation. Here is an example of a warning:
“Excuse me, but I’m here to help you and I certainly want to help you. However, we will need to speak in normal business language. If this is not a good time for you, we can talk later.”
Most people will change their behavior quickly, and some will even apologize to you.
In closing, here are some wonderful verses from Proverbs which give us great advice on dealing with difficult people:
Proverbs 15:1: “A gentle answer turns away wrath, but a harsh word stirs up anger.”
Proverbs 12:16: “Fools show their annoyance at once, but the prudent overlook an insult.”
Proverbs 18:13: “To answer before listening—that is folly and shame.”
Remember what I’ve often said: No one is in your life by accident, even those difficult people. God gives us these opportunities to demonstrate his love and his power to those people and others who are watching us. So, don’t blow your opportunities. Learn to deal with difficult types of people.
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