Communicating With “Difficult” People With Thomas G. Giglione

In a mediation, a good dispute resolution professional will help the disputing parties think through the different outcomes they might want to see. There are multiple ways to bring down an airplane. You could land it, or you could crash it. But only one of those outcomes is favorable for everyone’s benefit. When one party is dealing with an opponent who is quick tempered, belligerent, and condescending, but is still willing to negotiate, it requires an effective mediator to control the communication and get both sides to think win-win so they can reach a mutually beneficial outcome. In this short clip, Thomas G. Giglione discusses the challenges inherent in communicating with difficult individuals.