1.
Put problem people in proper perspective
2.
Take your pick - positive or negative
3.
Don't expect difficult people to change
4.
Learn to respond as well as to listen
5.
Give and request frequent feedback
6.
Look at policies and procedures first
7.
Deal directly and discreetly
8.
Document for self-protection
9.
Be straightforward and unemotional
10.
Be gracious
