Next time you are faced with a difficult person and have not succeeded in dealing with it effectively – step back and do a post-mortem.

Imagine you are the experienced, successful and wise future version of yourself. From that perspective, examine the situation and write down some words of advice for yourself today:

Next time I am dealing with a similar customer…

* The first steps I you need to take are ….

* The words and the attitudes I need to express are …

* The benefits of doing it differently are …