I can calm almost anyone now. But last night a man leaned over the desk, red-faced, screaming about a room charge, and I felt my hands start to shake. I smiled and fixed it, and then I sat in the back for ten minutes trying to breathe.
More people experience this than they realize.
You can handle most complaints, but the truly furious ones still get under your skin.
If this sounds familiar, the Library can help you find the bigger picture.