Do you see differences between the issues the man is having with the agency and the issues the woman is having with the agency? Are you and your agency more to blame in one instance than in the other? How does your response differ as a result?

In the examples that above, formulate an initial response to the anger and criticism you hear. On a separate piece of paper construct your answer, looking at the steps for disarming anger, and use those steps that seem appropriate. The four steps are: 

(1) Thank the person for the comments, 

(2) Ask for more information, 

(3) Find some point on which you can agree, and (4) begin to look for a negotiated solution.