How I Dealt with Angry Calls from the Public

In my time at the City, I got a number of angry phone calls from members of the public and had to learn how public engagement starts with a foundation of core interpersonal skills, empathy and a strong understanding of self care. For this reflection, I have outlined 3 random cases where members of the public were upset about various policies or programs from Transportation Services and the process I developed over time to deal with those tense conversations.