Howard Hendricks tells a great story when he was on an American Airline flight after a very long delay. A man who had too much to drink was being rude to the other passengers. Demanding with the flight attendants. And in a word just plain obnoxious!
Hendricks watched this flight attendant treat this unpleasant man with class, dignity and professionalism. She was unruffled. When he was rude, she was polite. When he was uncaring, she was kind. Continue reading