Sometimes you may need support and advice about resolving conflicts, especially if you are not familiar with an individual. Support is readily available from a variety of sources, chief of which is your manager. Your manager will provide guidance, explain ways of working, and support you in developing your knowledge and skills.
Talking to colleagues can be beneficial as well, especially if they have experience with the individual in question. They may be able to tell you more about what triggers an individual’s distress, or give you advice on how to avoid and resolve confrontations.
Friends and family of the individual, or an advocate, can also be a source of support and advice. They will likely know more than you about the factors that cause the individual distress and could tell you how to avoid them.
If you don’t feel confident that you can resolve a situation on your own and support is available, you should request it. However, it always helps to ask for advice beforehand, so you can hopefully prevent a situation from escalating into a confrontation entirely.