March 2nd, 2009
When dealing with your difficult person, or in the middle of a confrontation, always give the other person your 100% focus… even if you are on the telephone or the other cannot see you.
Avoid looking at your watch or notes, avoid responding to email or smiling/waving at anyone else walking by. Often the reason we distract ourselves is to detach from the situation or emotion of the moment. Keep your focus. Whenever you switch your focus you are telling your difficult person that you are also difficult and are unintentionally (or intentionally?) pushing their buttons even more.