"I certainly have and my approach is to always put myself in the other person's shoes, see things from their perspective, and empathize with them where I can. Just a couple of weeks ago, a close colleague of mine was very upset with how a project was proceeding and was very vocal about it to the entire team during a meeting. Following the meeting, I took the time to pull him aside so we could talk further. I allowed him to vent all of his feelings about the situation and my main focus was to listen and let him be heard. We ended up talking through his thoughts on what could improve and what was and wasn't possible. In the end, he really wanted to be heard when others just weren't allowing him to speak. Seeing as he was a close colleague, I didn't hesitate to let him know that his actions were a bit out of line. Here at Heathrow Airport, I know I will be working with other staff who are stressed and under pressure and I'm confident that this same approach will work wonders."