Tom Vander Well writes on quality assurance and recently gave the following advice to call center employees:
If you're working the phones today, I'd encourage you to keep a note pad or sticky-note on your desk. Each time you have a pleasant, friendly customer - jot down a hash mark or write the customer's name on your sheet. When one of those negative customers comes along, look down at your sheet and refresh your memory of all the pleasant customers you've talked with.
Sometimes it takes a conscious effort to see the glass half full.
I'm thinking this is excellent advice for us as teachers also...
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