介绍:
As an airport skycap checked through a customer at curbside, he accidentally knocked over the man's luggage. He quickly collected the fallen bags and apologized for the mishap. Unappeased, the traveler burst into an angry tirade, raging and swearing at the skycap for his clumsiness. Throughout the traveler's rant, the baggage handler simply apologized and smiled. The angry man continued to berate the skycap, until he finally headed off to catch his plane. Even then the baggage handler remained calm and passively smiled.
The next customer in line witnessed the incident and marveled at the skycap's professionalism and control. "I have never seen such restraint and humility," he said. "How do you keep your cool when somebody is attacking you so viciously?"
"It's easy," the skycap answered. "He's going to Denver, but his bags are going to Detroit."
That is certainly ONE way of managing attitudes, but here is a more constructive approach.
一个机场行李搬运员在航站楼边帮一个旅客搬行李时无意中撞翻了这个人的箱包。他赶快收拾起掉落的行李，并且为他的过失道歉。然而那个旅客一点不领情，他大发脾气，言辞激烈，粗暴地骂那个行李员笨拙。叫骂过程中，那个行李员始终都是微笑道歉。那个暴怒的旅客一直不停地训斥那个行李员，直到最后 他去赶飞机。即使这样，那个行李员依然保持着平静和微笑。
排队等候的另一位顾客目睹了整个事件，对行李员的职业水准和控制力赞叹不已。“我从没见过如此的克制与谦卑。”他说，“当别人这么恶毒的攻击你时，你是怎么保持冷静的？”
“很简单。”行李员答道：“他要去丹佛，但是他的行李会去底特律。”
这当然是一种处事的态度，但我们还有更富建设性的方法。
