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As a specialist working in a medical services center, I do get 'difficult' patients once in a while. But most of them are easily managed if you are willing to spend a few minutes, patiently listening to their grievances. Once they calm down, they may be actually willing to see my point of view in understanding the reason for their discomfiture. So to summarize, staying calm and willingness to listen patiently resolves most of these difficult situations.