Dealing with difficult people has never been one of my favorite hobbies. There are a few people, as strange as it may seem, who actually enjoy confrontation and dealing with the "devil." I assure you I don't fit into that category. I enjoy smooth sailing, easy transactions, peaceful buyers and sellers, happy agents, and satisfied customers and clients. Problem is, life's not perfect and neither are people. Almost every day there are new challenges. In this market sellers are tired of the beating they're taking on their home prices. Buyers are waiting for sellers to take their "last breath" hoping to buy at the lowest price possible, mortgage lenders are under pressure because of stricter lending regulations, and agents are panicking, because of less money coming in and more money going out. With that being the case, it often results in short tempers, harsh words, arrogant attitudes, and the many other emotions that erupt during difficult situations and high pressured moments.
There's a principle that I have tried to follow for some time although it's not always easy. It comes from the Book of Proverbs that says, "A gentle answer turns away wrath but a harsh word stirs up anger." Sounds simple enough and should be easy, but we all know that the tongue is a fiery little member of the body and can get us into an amazing amount of trouble. The old saying "don't let your battleship mouth overload you rowboat butt," carries a lot of truth.
So remember, the next time you're being bashed by one of your customers, clients, another agent, or a family member gone wild, a "soft or gentle answer turns away wrath." When you're about to "pop off" stop, think about what you're going to say, take a deep breath and peacefully (if possible) diffuse the situation with a gentle answer. Later when everything has calmed down you can say what needs to be said in a soft but solemn voice.