Today I raised my voice in conversation with a young man who would not stop talking long enough for me to speak. I was attempting to change an airline reservation and he repeated the same things over and over without once allowing me to finish a sentence. He kept interrupting, did not answer any of my questions, and then tried to overcharge me for the reservation change.

I listened attentively each time he spoke. I waited patiently for an opening. Yet without fail each time I began to speak he interrupted me. This went on for 15 minutes. Finally I said in a strong voice, “Sir, I certainly am glad our conversation is being recorded because when dealing with the public you need to learn to listen so you can help your customers. I also sincerely hope you still have a job after we are done.” I am certain he did not hear me say this either since he was still talking over me.

There are moments when we must assert ourselves. However, on those occasions when it becomes necessary to firmly set boundaries with those who are rude and uncooperative our goal is to still remain kind and courteous. So, I was very polite when I said, “Sir, I am hanging up now.”