The subtle inner-letdown.

This week's lesson is called patience... again. I am calm for the most part, and this is the sunray. It is but when someone begins raising their voice and saying nasty things that I feel the need to talk. I do not scream. I do not say improper words. I simply, and apatheticly, state the facts. Of course, when one does not like those stated facts, one turns off. Take for instance, this gentleman came into the office earlier this afternoon and was upset because his toilet had leaked, causing a small flood, at some point and instead of choosing to either contactthe office or call the emergency pager number, he took matters into his own hands and spent "$300.00" cleaning up the mess and fixing the problem. A work order had been put into effect a little over a month earlier and maintenance had gone to correct mulitple issues, among which was a "loose toilet". He entered the situation upset, he wouldn't listen to reason or policy, and left upset.

It is now that I feel I lost control in the situation. I was unable to difuse his anger.