Snip 2: Handling difficult people

https://www.psychologytoday.com/blog/communication-success/201309/ten-keys-handling-unreasonable-difficult-people

1. Keep Your Cool

Benefits: Maintain self-control. Avoid escalation of problem.

How: The first rule in the face of an unreasonable person is to maintain your composure; the less reactive you are, the more you can use your better judgment to handle the situation.