Do you ever find yourself in a situation where people are losing it, and you’re the one expected to stay calm?

Let me take you back to a story from The Complete Idiot’s Guide to Great Customer Service, which I co-wrote with Don Blohowiak.

A few years ago, an American Airlines gate agent received the worst news possible: her flight was canceled. Now she had a line of angry passengers demanding answers—fast.

One man storms up to the desk, veins popping in his neck, face red, and yells, “I can’t stand this anymore! I’m losing my patience!”

Without flinching, the agent picks up the microphone and makes this announcement to the entire terminal:

“Ladies and gentlemen, we have a passenger at the desk who has just lost his patience. If anyone happens to find it, please return it immediately.”

The whole place erupts in laughter—even the angry man chuckles. Just like that: tension gone, situation diffused.

What happened here? The gate agent didn’t react. She led. She didn’t escalate—she shifted the energy with a little humor.

Now, before you start cracking jokes in every high-stress moment, remember this: humor is a precision tool. Let me say it again: humor is a precision tool.

When used appropriately, it builds trust, calms emotions, and reopens the door to influence. When used poorly, it can backfire—and fast.

So next time you are facing heat, ask yourself: Can I shift the moment, not by overpowering it, but by lightening it?

Because influence isn’t always about being serious. Sometimes, it’s about being human.

That’s the Velocity Mindset in action.

If you are a sales leader or C-suite executive who often finds yourself managing high-pressure situations and navigating tough conversations, I invite you to schedule a free Velocity Mindset® call with me. As a top sales leadership consultant and keynote speaker, I’ve helped sales leaders across six continents master the art of influence—learning when to lead, when to listen, and how to shift energy effectively to drive results without escalating tension. If you want to develop that calm confidence and precise influence that turns challenges into opportunities, let’s connect and explore how the Velocity Mindset® can transform your leadership approach. https://calendly.com/ronkarr/30min

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