What made me smile today...
Having one of the toughest (hot-headed) guys come to me frustrated with other staff and, I believe, expecting me to side one way or the other but instead I simply told him that what they did/said was in his best interest and then commenced to explain their (adult) reasoning behind their choices...
He was able to get a rational, calm, arbitrary view of the situation...
And then he thanked me! Not once did he lose his cool... I like that kid!
