Tuesday, 6 May 2008 
 
 
Everyday as individuals, whether it is in the business or personal arena, we are faced with situations that may involve dealing with difficult people from the hot head, the credit hog or bully to the manipulator or complainer. They may be at work, at home or even sitting or standing next to you.  
 
“How we, as individuals, deal with the situation can have the greatest impact on the outcome” said Mike DiLallo, Quad Consulting International at the Perth Chartered Accountants Business Forum today. 
 
“There is another option other than fight or flight. It is working with the difficult person through the situation,” said Mr DiLallo. 
 
Mr DiLallo highlights that it is important to manage your emotional side effectively.  
 
This can be achieved by:

• Becoming aware of your emotions and their effect
• Understanding the difference between fact and interpretation – focus on the facts
• Understanding and working with your mental models
• Considering the results of negative emotions
• Changing the internal dialogue – this could include focusing on the positive, getting some perspective, trying to understand different points of view or distracting yourself.