pensiveProblems can feel even worse when a customer is upset or angry.
In his book, "Working With Emotional Intelligence", Daniel Goleman described a phenomenon called emotional hijacking.
This occurs when emotions become so strong that they hijack the rational part of the brain. People suddenly lose the ability to be reasonable until these strong emotions can be soothed."
И способы его снижения -
Reduce Emotional Hijacking with Emotional Intelligence