I have fielded many calls in the recent past from persons in the grip of strong emotions, primarily anger and fear.
Do you become angry and afraid? Have you ever wondered why?
Steve had a rough day at work. His boss asked him to do a report all over again even though he had scrupulously adhered to the guidelines he had been given. The boss had changed his mind about what he needed. Instead of acknowledging this and apologizing he blamed Steve for not giving him what he now wanted. The HR clerk called to let him know that his expenses would not be reimbursed. True, he had stayed at a more expensive hotel than permitted but had assumed that he could cover the extra charges with personal funds. Not so. The clerk said there would be no reimbursement. He could probably get this reversed by going up the HR chain but it would take up time he did not have and use up relationship capital he wanted to conserve. As he entered his house he felt something under his foot and heard an ominous crack. His son’s brand new Gameboy console had just broken. He had spoken to him many, many times about the inadvisability of leaving stuff around. Something snapped. He took the stairs two at a time with flames shooting from his eyes. He was going to have a word with his son.