A friend of mine worked many years with customer service for a firm. She said she frequently dealt with 'Unreasonable' People.

I asked her if dealing with unreasonable clients bothered her. She said not much, though it was a challenge.

I asked why not? She said that her experience is that most people she dealt with who were 'Unreasonable' were so because of one or more past experiences, not the issue/case they were dealing with at the time. She indicated that this is the key to taking an approach to resolve issues, and not getting caught up in an argument, (that only makes things worse). She said her approachy was to separate (and zero in on) the issue of the moment from those past unresol;ved issues/experiences.

So, when I deal with 'Unreasonable' people,here or elsewhere, I normally am trying to identicy and separate the issue from the baggage they bring to the discussion (often baggage that they deny, or even realize, that exists). But, I do not profess to be an expert in that, and have been known to get caught up in it myself:)