Psychological Projection

How to handle a buncha' nuts... Years ago, we had a seminar at my place of work. My company hired two motivational speakers who came in and completely enlightened us on techniques about dealing with customers, especially difficult ones. I didn't think much of it because I immediately judged it to be this 'over-the-top' non-religious sermon on "YES-YOU-CAN-DO-IT" kinda jibber-jabber. But not even an hour into their spiel, I started to learn much more than I expected to. Keep in mind, this was a two week motivational course. They showed us how some people respond when dealing with circumstances that didn't please them, or didn't meet their needs -- or just crap they didn't want to hear or deal with. They taught you how to react if you received a call from an irate customer, or if you were dealing with an irrational or abusive jerk from hell. We were taught to never say, "I understand," because before you even say the second syllable of ...