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People are put in positions they are not qualified for and then think they can do the job, but when a crisis develop they do not know how to deal with it
by keeping updating the information, and trying to give more examples , in that fashion , we can cover up the gap between customer and industry people.
This is very practical & common scenario in business & in life today. Some people just need to be reminded they they "don't know something" or that they are "out of place" but like you say, how do it or how to deal with them is very crucial.
First you need to accept the fact its only natural & normal that some people at some point have be behave that way.
Secondly take some time profiling & understanding the nature, personality & characters of people you interact with.
You can provide a platform for therapy & may be bring in counselors to talk to them & help change their attitudes.
Thirdly, you can choose to confront them personally but in a professional way & conduct a pleasant dialogue with them or you can opt to use their friends, co-workers & peers to interact witj them & try to make them understand the facts.
You can also to some extent use folks or parables in attempt to indirectly teach, change & influence the attitudes of such people
You can't wish people you don't like away, but you can make the most out of them.
