Whenever we’re in a situation that is unpleasant due to someone being difficult or uncooperative, it can trigger a number of emotions.
These emotions can include anger, resentment, discomfort, fear, embarrassment or disappointment.
While it can be easy to let others affect our emotional state, if we have adequate tools to deal with difficult people or situations, we’ll have a much better chance of managing our emotions appropriately.
Since we interact with people all the time, knowing what to do or what to say whenever we’re dealing with someone difficult, will allow us to focus on what we need to do without getting caught up in the other person’s drama.
In my previous manufacturing career, the company I worked for had a sales manager who would get angry whenever there were delays with customer orders. It didn’t matter if there were valid reasons for delays such unexpected machinery breakdown, or if there were traffic delays on the road while delivering products to customers.
This sales manager had a reputation of being difficult to reason with and he wasn’t the most approachable person in the company.
On one occasion, there was a delay with delivery to a major customer and resulted in the customer giving him a call to find out why their delivery was delayed. The sales manager called the delivery manager at the time to find out what was going on.