I can walk into chaos and keep my voice steady while I sort out what needs to happen, and people trust that. But there are calls that went bad in ways the paperwork never captured, things I saw and decisions I had a split second to make. I carry those quietly, long after everyone else has moved on.
More people experience this than they realize.
You handle any incident calmly, but carry the ones that went wrong in unrecorded ways.
If this sounds familiar, the Library can help you find the bigger picture.