BLUF: The "medicine ball" principle for dealing with difficult people is a hidden gem at about the 18:00 mark of the http://www.manager-tools.com/2006/01/delivering-the-performance-review-p...
podcast from January 2006.
At the Chicago Manager Tools conference a question led to the discussion of the "medicine ball" approach to conflict resolution and dealing with difficult people.
When I refer people to the podcasts for a story on how to deal with difficult people I cannot always remember the specific cast. That is, in part, why premium content is worthwhile.