Im not so bad when it comes to dealing with difficult people..:-) been there done that !
But this lecture of Margarat is absolutely useful not only for project managers .. but for every corporate worker. She explains how someone shoul deal with "difficult Mammals" very professionally.
As project managers we work with different types of people every day.. People with different attitudes, different levels of knowledge, different level of maturity, different nationalities etc.. So working with all the people is not same every day. We find some jerks some times.. But she explains how we shouldn't be another jerk in such situations.
Some times we think people are difficult.. but may be we are difficult too.. But if you want to know how you get away with all these corporate difficult situations as professionals without loosing the focus on our goals and work.. I recommend you to go through the lecture.
Specially in Sri Lanka we dont find such PM soft skills improvement lectures easily.. So this may be an alternative to improve your PM skills... Just check that out...