Tips on Dealing with Difficult People in the Workplace

• Don't take it personally.
• Let them vent. Simply hearing them out can calm things down quickly.
• Maintain eye contact (but don't stare in a confrontational way)
• Use their name
• Take notes. It shows them you're serious about their concern.
• Ask questions. Clarify what they're talking about and confirm the details.
• Apologize and mean it (you can be sorry about the persons problem without taking the blame). For example: "I'm sorry you were unable to remedy the billing problem Mr. Jones, let me be sure of what has happened so far so I can look into it".
• Take responsibility. Whether or not you had a role in the problem, you can take responsibility for assisting in finding a solution.
• Do your best to solve the problem. Even if the problem cannot be resolved, an effort to do so will be appreciated by the customer, co-worker, etc.
• Keep your promises. Follow-through on what you say you will do.

These approaches will be far more successful than doing what is more natural, which is to become defensive and angry. Remember, when frustrated, people often overstate things and can come across pretty strong. By not fighting back with them, you will likely disarm them which will result in a calming down, leading to problem solving. Most angry people cannot sustain the anger unless someone (you) help keep it going with your own anger.