Difficult people are all around us. You cannot avoid them! The key to dealing with difficult people is be aware of how it affects you, to be aware of your own responses, to maintain emotional control and to ensure that you are working for the best outcome.
Have you ever had that awful sinking feeling whenever you've had to deal with a difficult person? Have you ever not wanted to go to work or avoided social occasions because a particular person was there? Difficult people and difficult conversations are a part of life; you cannot avoid them. What will help you is a set of skills that will reveal a new way to approach this very common problem.