North Dakota State University
NDSU Extension Service

Conflict Management -- Audiocassettes

How to Deal with Difficult People
Rick Brinkman and Rick Kirschner
1991Audiocassette Tape 4 tapes
Topics include three steps for dealing with difficult people, finding common ground, "What did you really mean by that?", the four corners of the universe of difficult people, pacifying rules and feeding analytics, reassuring relators, spotlighting entertainers, putting it all together.

Books can be checked out for one month, audio and video tapes for two weeks. Contact the Distribution Center at NDSU.distributioncenter@ndsu.edu or 701 231-7882 to check out Staff Resource Library materials, or stop by Morrill 10 to browse the shelves.