From time to time, we've all had to deal with a 'difficult person', whether it's a disgruntled customer, an angry boss, or an uncooperative colleague. It's part and parcel of human nature that we're usually not 100% nice and pleasant to everyone in all situations all of the time, although there are extremely forbearing exceptions. If you've ever been that difficult person yourself (maybe you didn't even realise), then you can employ these tips to take it in your stride when you are the one faced with a complicated or antagonistic situation.

1. Don't take it personally

Very often, when faced with a difficult person at the height of their anger or sulk, then it's hard not to take their anger personally, even if not directed at you. Someone who is seeing red (or feeling wronged) are likely to lash out or project their unhappiness onto anyone in their surroundings, including you. If you start to deal with the person from a defensive standpoint, you're already shooting yourself in the foot.

Remember that whatever their problem is may or may not have to do with you, and you're here to resolve the issue, not to make matters worse by getting equally angry or crabby.

2. Empathise and try to see their perspective

Remember that some people have a lower unhappiness threshold than others. What wouldn't bother you may be a huge problem to someone who is out of their comfort zone (underneath anger, you'll often find fear). Try to understand where they are coming from, right down to their own past personal experiences and their role in the business. Very often the cause of 'being difficult' is feeling that nobody is listening or understands, and a small problem can escalate as a result. If you keep the channels of communication open and practise good listening skills, you're on your way to possibly seeing a solution.

3. Try to compromise

Someone who is already unhappy or disgruntled will already have an idea in their head of the only thing that can 'put this right', and they will fixate on it. For example, if someone feels overworked and underpaid, they will angrily consider that only a pay rise will correct the injustice they feel. You can empathise with feeling taken for granted - it happens to us all - but what if a pay rise just isn't possible? A compromise could be a promotion to work on a bigger project, so they can add more experience to their CV at the same salary level, or perhaps have them 'act up' to another role or department if their skills warrant it, so that they can be considered for promotion when the budget will allow it.

4. Keep anger out of it

Sometimes, people won't back down or they will personally insult you or people close to you. Physical violence is uncommon in the workplace but if that happens, the worst thing in either case is to fight fire with fire (we've all heard of celebrities punching photographers, a classic example of when something has gone too far). Keep yourself in check, and don't stoop to that level.

5. Don't be afraid to refer upwards

If you really can't compromise, reach a solution or otherwise placate an unhappy person, don't be afraid to refer the problem upwards. All Human Resources departments have facilities for dealing with disagreements in the workplace, even for more serious issues such as harassment or bullying If you're out of your depth when dealing with a difficult person, there is no need to consider yourself as the only one able to solve it. Refer it upwards- it may even be what the other person wants in order for a solution to come. And if you're ever the disgruntled person, remember how hard it is for the person trying to help - keeping everyone's feelings in mind can lead to a much happier workplace.