[cosmodisk]

This is applicable to other areas as well.For instance,my team occasionally get angry customers on the phone who demand to speak to the manager. I do take those calls and most of the time they end up being fine. However,some in the team always have at least one of these angry ones,while others don't have any. But what I don't see are those who often can't manage the angry ones asking for help or even think there's probably something missing in the way they handle calls. That is a problem.