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Apply humor. Lightening up lends perspective to any situation. The following story, sent to me on the Internet, provides a good example of humor diffusing a tense situation: An irate crowd of air travelers stood in a long line at a United Airlines ticket counter after their flight had been canceled, when an angry man walked to the front of the line, threw his ticket on the counter, and yelled, “I want a first-class seat on the next flight out, now!” The harried ticket agent, brushing back a lock of hair, replied, “I'll be glad to help you, sir, as soon as I take care of the people in line.” “You want me to wait in line?“ he yelled even louder. “Do you know who I am?“ The ticket agent hesitated only a moment before picking up the microphone, turning up the PA system, and announcing to the waiting area, “Ladies and gentlemen, there is a man at gate seventeen who does not know who he is. If anyone can help him find his identity—” “Screw you, lady!” the man yelled, storming off. In a parting shot she added, “Sir, I'm afraid you'll have to wait in line for that, too.” Her humor didn't help improve his emotions, but it helped hers. And the previously irate people waiting in the line were now smiling or laughing. No one else complained.
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