The Big, Easy Secret
When you have a difficult person, put yourself into UPEKSA - the Buddhist state of DELIBERATE, DETACHED OBSERVATION. You do not react or get lured into useless sparring, you simply observe without engaging. You allow your difficult person to tire of their story. Then, you can offer solutions for a mutual win-win. If not, catch and release!
UPEKSA allows me to practice one of my favorite fortune cookies: "The tongue weighs practically nothing, yet few are able to hold it!"