I sometimes have to deal with unhappy people as part of my job. Not colleagues - I am perfectly capable of pissing them off, too, but I speak to people on the phone and in person as part of my job and sometimes they can be angry or sad or a mixture of both. I am generally sympathetic and can usually find a way of reassuring them and smoothing things over. I am happy to do so. My problem is when I encounter somebody who refuses to listen and shouts over me. Because there is NOTHING you can do. I had one today who simply shouted pseudo legal bollocks over me for twenty minutes (it made no sense whatsoever, he clearly has a Bumper Book of Made Up Legal-Sounding Twaddle to Make You Sound Clever and would not let me explain what the Act in question actually says) He shouted every time I went to speak and left almost certainly feeling as though he had the moral high ground. (That was the bit that sucked most!) In answer to all of my colleagues' questions of 'Jesus, are you okay?' I responded 'Oh hell yes. After all, one of us still has our dignity intact ha ha!' But in truth I really struggle with it. I've dragged the experience around with me all day and I'm struggling to let go. I would hate to admit that he got me down... But he did. Do you meet with confrontation as part of your job and how do you cope with it?