Before I criticize someone, I walk a mile in their moccasins. That way, if they get mad, they're a mile away and barefoot.

Humor used the right way at the right time can be just what you need to diffuse a conflict at work. The credit industry is full of great opportunities to disarm negativity. Diffusing a tense situation can help all parties involved find a mutually satisfying solution more quickly. The trick is to put water, not fuel on the fire. A compassionate and benevolent intention go a long way to choosing the right thing to say. The secret of most good communicators is to choose a playful response in the face of challenge -- not a personal put down, but a response that pokes fun at the situation.

Read the short stories below from other work environments, and then feel free to submit your story (or one you heard).

Paint Department

I client of mine was working at a major home improvement store in the paint department. When customers have complaints, paint is the last place you want to be, since they usually discover a problem after they have already spread it on their wall. And special colors are not accepted for return. One customer got so upset at the man that he said, "You can take this paint and shove it up your ass!" The man responded, "I'm sorry sir, you're the third person to say that today so I'm all full of paint, but I'll be open for more tomorrow." The customer laughed and they were able to move on. (contributed by Stevie Ray)

Office Manager

This email was from my office manager who was taking care of my business while I was on vacation:

Dear Elaine