Every assistant has to deal with difficult people.
Conflict is sometimes unavoidable, but it is sure to appear when you practice saying “no” and preventing people from reaching their objectives. When difficult people present themselves, you need to repress your fight or flight response and engage in conversation.
Handling difficult people:
Speak assertively
Address the request
Avoid sarcasm
Restate
Compromise
A passive tone indicates that you are uncertain. Be assertive but respectful.
Make it clear that you are rejecting the request but not the individual.
Do not use sarcasm, and address it when it is used against you.
Restate the problem in a different way for another point of view.
You need to be willing to compromise in certain cases.
Occasionally, difficult people may become dangerous. If you feel threatened, do not hesitate to call security.