The reality of all leadership is that most of our major problems are caused by a small percentage of people. When you realize that, then you can develop the right perspective that puts these people in a different category. Then you still must develop the leadership skills to help them. This Dan Reiland post is very helpful:
“As a church leader, I’m confident you love and care about people, but If you have been leading for more than one week, you have encountered a difficult person or two.
Recently a wonderful volunteer on the hospitality team told me that someone just left because of the coffee. The unhappy attendee said, “This coffee tastes like dirt.” He said it was weak and insisted that we do something about it. It didn’t matter that it was free. (Free is not an excuse for lousy coffee, but thousands of people seem to like it.) The volunteer offered the Starbucks brand, but the attendee was upset that it wasn’t free.”