When it comes to handling difficult individuals, active listening is, it's a fine art. Being able to make sure that their needs are heard essentially is typically how you would handle the difficult situations. Not everybody can do it. Luckily for me, I've been able to develop that skill over the years. The majority of the time it is a situation of just misunderstanding. So when you're able to active listen and assess the person's needs and their frustrations, a lot of the time you can de-escalate and diffuse a lot of different situations and kind of cool them off, which is something that luckily, like I said, for me that I've been able to hone in on that skill and really sharpen it and define it over the years with dealing with.