Sorry, I have ADHD..and when I read your intial post I forgot to incorporate the example I gave you of the knot to be something more related to your situation which is talking to customers.

So...when you are on the phone with a customer....that is IT....the customer is the most important thing in that moment...you always have to maintain your composure with the person on the phone.

If you are sending written correspondence and find yourself in a heated mood....write the correspondence and then walk away from it and come back to it and I PROMISE you that you will change many of the sentences.

I had a problem with sending "heated" emails..and then getting reprimanded by my boss....and his suggestion to me was to do what I just told you....write out your correspondence...walk away...come back....review what you wrote and then there is a chance that you can make more of an impact remaining professional rather than letting your "feelings" get the best of you.