Everyone has one or two difficult people in their lives. The question is: what can you do to deal with them?

Take action:
Don’t disagree – these people thrive on confrontation and that is what they're trying to elicit from you; put the ball in their court by saying, “I’m sorry that you feel that way” – it sounds like an apology, but is everything but; acknowledge their right to an opinion; challenge with a smile – difficult people are caught unawares by friendliness; avoid them as far as you can; think of what they're feeling – a kind word and sympathy will go a long way towards calming them down and making them feel recognised; and don’t let yourself be manipulated

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