Handles customer (customers include coworkers) conflict without foul language/cursing/swearing/yelling/banging/sarcasm/interrupting /disparaging comments (i.e. race, sex intelligence, family background, previous interpersonal history) walking away, blaming systems, peers, management, offering excuses, turning conflict over to peers/supervisors to resolve or sort out possible solutions, questioning the other persons motivations or attitudes. DEMONSTRATES SERVICE RECOVERY: Handles customers (customers include coworkers) conflict with respect, apologies, if appropriate, paraphrasing issues, states I sense that you are frustrated/upset/angry, addresses conflict directly with those involved, stays focused on the current issue being brought to employee.