Toady Kathy makes a great point:
Things I learned from my horse trainers #42: practice saying, "Hmmmm... how interesting." Say it when you're frustrated. Say it when you're mad. Most importantly, say it before you say or do anything else (including hit the "send" or "post" button).Think about it, this might be a way to deal with a difficult patron, or when you run up against library policy that you don't agree with but need to enforce.
It should be the first thing out of your mouth when things go wrong--or don't meet your expectations--because:
1) It inserts a pause and gives you a moment to think before you react.
2) It keeps you from taking things too personally