Calm under fire when dealing with difficult people

An exchange between a would-be author and a book reviewer on the reviewer's blog went viral recently, as an example of how NOT to handle yourself in the face of criticism. After reading the review, the author flew off the handle. Embarrassingly. Completely. She was profane, insulting and wildly in the wrong and it makes sad and cringe-worthy reading.
While this provides an example of how not to behave professionally (the author has probably destroyed her writing career by her actions), the reviewer's response is inspiring. Throughout what became an increasingly fiery and personally-insulting exchange, he was unwaveringly professional and calm. He takes 'not sinking to another's level' to new heights.

The author eventually burnt herself out in the face of his failure to engage heatedly and we can learn a lot from his approach about the value of maintaining a professional state of calm.

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When you're dealing with a highly-emotional or difficult person, remember this reviewer's approach. Set your own standard for the exchange and maintain it.