Most difficult behaviour occurs
because the parties involved feel a
loss of control. Either someone else is
in control which they don't like, or no
one is in control and there is a feeling
Behaving in a difficult way or creating
conflict therefore becomes one of their
strategies for getting the situation back
Top 5 Tips for Dealing with
Don't take the bait.
Keep calm and keep
behaviour from the
person in your mind
Allow others to save
underlying causes. Is
it obvious why
someone is upset?
Check your own
behaviour. Is it part of
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