Dealing with Difficult People-Apologies

A sincere apology offered to a difficult person can go a long way in helping ease the situation and win them over. At a minimum we need to apologize for what they are feeling and an apology is not an admission of wrongdoing.

• Offering an apology does not imply wrongdoing or error
• An apology is a powerful statement of empathy
• At a minimum, offer an apology for the emotion of the difficult person
• Own the situation by using first person pronouns
• Remember, this is not about you but about diffusing the difficult person