• Listen. It is the number one step in dealing with "unreasonable" people. Everyone wants to feel heard. • Understand the person's intentions. Try to identify the person's trigger: What is making him/her act in this manner? What is stopping him/her from cooperating with you? How can you help to meet his/her needs and resolve the situation? • Treat the person with respect. As the golden rule says, "Do unto others as you would have them do unto you” • Stay calm. Reflect respect and dignity toward the other person. • Build a mutual understanding (rapport). Re-instill the human touch by connecting with colleagues on a personal level. Go out with them for lunches or dinners. Get to know them as people, and not colleagues. Learn more about their hobbies, their family, their lives. • Don't argue or try to convince the other person of anything • Let the person know where you are coming from (sometimes doesn’t work. According to the situation)