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The book outlines six key steps for dealing with irrational people. Step 1 is recognizing that the person can't think rationally and can't be reasoned with. Step 2 involves identifying the person's Modus Operandi, which helps you stay calm and in control. Step 3 is realizing that the irrational behavior isn't about you, but about the other person. Step 4 suggests empathizing with the person by imagining their emotions. Step 5 advises making yourself an ally by calmly listening to the person and allowing them to vent. Finally, Step 6 guides the person towards saner ways of thinking. These steps can help maintain a healthy work environment by promoting understanding, empathy, and effective communication, which can defuse tension and conflict.
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Step 1: Recognize that the other person can't think rationally and can't be reasoned with. Their behavior has roots in the past rather than the present moment. Step 2: Identify the person's Modus Operandi, the specific strategy they use to make you feel guilty, ashamed, afraid or frustrated. This makes you calmer, centered and more in control. Step 3: Realize that crazy behavior isn't about you but is about the other person. Use mental techniques to retain balance. Step 4: Lean in and empathize by imagining yourself undergoing the person's emotions of feeling attacked, misunderstood or defensive. Step 5: Make yourself an ally and not a threat by calmly listening to the person. Allow them to vent and take their side. Listen kindly and mirror the person to make the other person mirror you. Step 6: Guide the person to saner ways of thinking.
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Do you often deal with bullies, manipulators, know-it-alls and other types of “crazy” in your professional life? If you reason with irrational people,...
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