Icon Insurance specialises in insurance policies for smaller and growing businesses: cover for the home office, small office-based business insurance, Professional Indemnity cover (including SecurITy for IT professionals) and Lawsuit legal expenses cover. Our products and services are available on-line and/or off-line to businesses and residents of the United Kingdom

There are many people who are difficult to deal with in the world. They all have one over-riding characteristic: they don't think they are being difficult!

Often they just want something that doesn't seem convenient for you. Difficult people are usually people like you and me who have a problem they want resolved.

Another type of difficult person is someone who is badly managed. For example, I was once told I sometimes had difficult customers because I simply allowed them to be difficult. And when I thought about it, I did. After all, I could have said 'No'! I chose to say 'Yes'. In every case, the customer was not aware they were being unreasonable. They were just badly managed - by me.

And if you want to win the battle, you will lose the war. The more right you are, the more damage you will do in the long run. What's more, the quickest way to lose credibility is to lose your cool particularly over something small, because of a build-up of angst about a particular person.