Sense of humor seems to be a way some people defuse anger. My co-workers and I tell each other about our experiences with angry customers, like the one I described in Wyoming, and then we laugh about their 2 year old tantrums or nutty behavior. Being able to laugh with someone else who is walking in your shoes is a great release. Changing the point of view to something humorous, looking at the irony in the situation, etc., is the way we keep on going in a positive way. A person who reacts with anger would not last in this kind of job very long. You have to have a sense of humor about the difficulties and the difficult people to stay positive and keep going.