Hands

When dealing with your difficult person it is important to remember the
importance of body language.  Your words, tone and body language must match.

Experts tell us that crossed arms indicate we are defensive or not
listening.  This may or may not be true.  When dealing with your difficult
person we would not want to send the incorrect message to them.  They will interpret
what they see, not necessarily what you intend.  You may be crossing your arms
because you are cold – they may interpret that you are being aggressive.  There is no
right or wrong, just different perspectives.

Put your hands at your side, in your pockets (keep them still), or behind
your back, but remember not to cross your arms.

You may be doing this because you are cold or comfortable.  Unfortunately
your difficult person may read your actions completely different.