L'art de (se) diriger ( le blog de Laurent Pellegrin)

1. Get your emotions under control.
2. Find a private place.
3. Focus on their actions, not on the person.
4. Be specific.
5. Be timely.
6. Be calm.
7. Reaffirm your faith in the person.
8. Stop talking. Listen to what they have to say.
9. Define positive steps.
10. Get over it.

• A private place.
• A calm mind.
• Patience.
• Your sense of humor.

Read more : http://management.about.com/cs/peoplemanagement/ht/negativefb.htm

By F. John Reh, About.com Guide