It makes a lot of sense that you struggle to focus your listening when you multitask because the reality is that we can't truly listen if we are multitasking. The challenge is to be able to focus on one thing at a time and still keep all the plates spinning. You also mention the struggle to transition after a disappointing call. I would like to open that one up to the forum because I'm sure there are many great suggestions out there. I know people who have visual touch points in their offices to remind them to smile and be positive with every person they meet, things such as photos, inspirational messages, etc. Vina what visual reminder can you give yourself to remember to start fresh and positive with each interaction? Dr. Jean Norris