Difficult situations are bound to arise in the workplace, but with the help of the ten tips listed below, you should be able to handle any situation.

1. Wherever possible, try to avoid them in the first place. However tricky this may be it will almost certainly be easier than handling them once they have become an issue. For example, if you know a patient has been unhappy with his/her treatment, try to talk to them and resolve the matter before they go and complain to someone else. At the same time, accept that certain sensitive situations are bound to occur and that it is not always possible to avoid them.

2. Never let personal likes/dislikes cloud your judgement.

3. Wherever possible, ensure sensitive situations are handled in private.

4. If you are dealing with someone who is very angry, let him or her finish what they want to say without reacting or interrupting. Acknowledge what they have told you in a calm manner once they have finished. Briefly summarize what they have told you to ensure you have fully understood what they have an objection against and THEN put your point across.

5. Never take any action when you are angry. Take a walk, or if action can be delayed – sleep on it.

6. Wherever possible, ask the person or people you are dealing with if you can take notes. Not only can this provide a useful record, but it also shows the other party that you are serious about resolving the issue.

7. Don’t be hasty in your reactions. Think first and then present them with a response. (Reactions are usually clouded by emotions, whereas responses are usually carefully considered.)

8. Try to reach a compromise that both parties are happy with. In tricky situations, the only time when people back down is when they can see that they are getting somewhere. If 1 party is getting a "rough deal" they will almost certainly not settle.

9. Stay calm at all times and try not to show any emotions, as that could be seen as a weakness.

10. Remember that you are trying to help resolve the issue. Whilst people may get angry and emotions may run high, there is never any excuse for violence or swearing and these should never be tolerated. Just walk away.