The first Part of difficult behavior is the hostile-aggressive. The book divides this main category into 3 subcategories nicknamed by the author. The Sherman tank, the Sniper, and the exploder, I am going to describe each one and use different techniques to cope with such behavior:
| The Sherman tank: The person acts abusively or intimidating and uses sharp comments and personal attacks to prove his/her point of view |
How to cope :
- Give them a little time to slow down.
- Do not worry about being polite; get in any way you can.
- Get their attention by calling them by name or sitting or standing deliberately.
- If possible, get them to sit down.
- Maintain eye contact.
- State your own opinions and insights firmly.
- Do not argue with the other person’s words or try to cut them down.
- Be ready to be friendly.
| The Sniper: Instead of direct confrontation or criticism, the person chooses to comment in secret to others negatively about others’ acts or thoughts that the person doesn’t like. |
How to cope :
- Smoke them out. Don’t let social convention stop you.
- Provide the Sniper with an alternative to a direct contest.
- Don’t capitulate to the Sniper’s view of the situation. Get other points of view.
- Do move on to try to solve any uncovered problems.
| THE EXPLODER: The person is enraged and barely in control of their action when provoked or opposed. |
How to cope:
- Give them time to run down and regain self-control on their own.
- • If they don’t, break into their tantrum state by saying or shouting a neutral phrase such as
- “Stop!”
- • Show that you take them seriously.
- • If needed and possible, get a breather and get some privacy with them.
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