21CS 5.2.3

Demonstrate how to appropriately deal with difficult individuals (client/customer, coworker, boss, peer) by doing the following: show empathy and understanding, do not minimize the individual's problem/concern, ensure understanding by clarifying the individual's statements using appropriate questioning and listening techniques (ask open ended questions to narrow the scope of the problem, restate what is said to verify understanding, etc.), avoid arguing, provide possible solutions, and provide ways for follow-up or next steps.