Here are ten quotes I got from the book, Dealing With Difficult People by Roy Lilley. You can read my review of the book here and summary of a lesson I curated from the book here.

1. There is no such thing ad a difficult person. There are just people we need to learn to deal with.
2. The six most important words: I admit I made a mistake. The two most important words: thank you. The one most important word: we. The least important word: I.
3. Remember this: difficult people ate predictable people. Avoid having a row.
4. The precise definition of conflict is a: direct disagreement of ideas or interests, a battle or struggle, antagonism or opposition. Add to that incompatibility and interference and you get s pretty ugly picture.
5. Working with people means just that. It also means working sometimes with difficult people.
6. Personal attacks don’t work. They leave behind a stain on a relationship which can take forever to remove.
7. Never let a sense of competition creep in between you and your colleagues. You should be collaborating instead to beat the competition from outside the organization.
8. Never let it get personal; separate the issue from the person.
9. If you don’t take time to tell people what you want, how do you expect they will ever be able to give you what you want?
10. The worst thing you can say to someone who has lost it is ‘calm down’.