I REMEMBERED MY TRAINING PREPAREDNESS. I LISTENED TO THE MATTER AND GAVE THE SPEAKER RESPECT AND TIME TO GET THEIR POINT ACROSS. THEN, I REFERED THEM TO MANAGEMENT OR I SIMPLY APOLOGIZED AND ASKED FOR FORGIVENESS. I EXTINGUISHED THE FIRE BEFORE IT GOT OUT OF CONTROL. SOMETIMES I HAD TO JUST WALK AWAY OR NOT RESPOND AT ALL. "A SOFT ANSWER TURNETH AWAY WRATH".