Every now and then, you may be struck with a difficult person at work or at home. What are some of the keys to empowering yourself in such situations? ____ Keep in mind that these are general rules of thumb, and not all of them can apply to your particular situation.

    ____ When you feel angry or upset with someone, before you say something you might later regret, take a deep breath. This will help you remember that you're in control of your emotions and feelings. Also, if you remain calm, the other person will likely notice and reflect on his or her behavior.

    Put yourself in their shoes. It's important to remember that we all have off days and times in our life when things are trickier. Instead of judging others' behaviors immediately, try to practice empathy. ____ If you are sensitive to personality differences, you will be better able to handle diverse conflicts.

    Be frank with others. Some people are not very self−aware, so maybe you just need to tell them constructively what the problem is. For instance, if a colleague were making unkind comments, what would you do? ____ They'll either be apologetic as they didn't realize it was a problem, or they'll make some excuse.

    ____ If someone is behaving in a threatening way, either verbally or physically, then regardless of who they are, it's OK to walk away or say that you are going to put the phone down and that you will return when they have calmed down.

A. Keep your cool.

B. Handle aggression wisely and confidently.

C. Adjust your style when you communicate with them.

D. It won't hurt you to take them to one side, and ask them why.

E. You step back and reflect on how you would feel in his or her place.

F. Here are some tried and true methods of handling them quite effectively.

G. It's helpful to remember that most difficult people also have positive qualities.