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The key to getting what you want (and it’s not what you think)

March 27, 2018 3:37 PM | Katharine Giovanni (Administrator)

A few years ago I was in Las Vegas on my way home from a speaking gig. When I got to the airport, I found out that my flight had been delayed which caused a bunch of us to miss our connecting flights. I tend to be calm about these sorts of things because there really is no use getting mad about it. In fact, I was cracking jokes to the woman in back of me to lighten the mood a bit.

The gentleman in front of me, however, was so mad that I could almost see steam coming out of his ears. The yelling and screaming was so loud everyone in line was now staring at him. The woman at the desk was doing her best to calm him down, but nothing she said appeased him. He spent about 10 minutes banging the counter with his hand and yelling at her. Eventually he stormed off. As I watched him go, I wondered why on earth would you yell at the person who has the power to get you home?

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