168.  When I get into an intense argument with someone, I:
  
Get shaky and nervous and try to end it as soon as possible, whatever the cost.
  
Apprehensively prepare myself for an uncomfortable situation.
  
Talk it out calmly and try to minimize the damage.
  
Settle in and prepare for a spirited battle of wits.
  
Deal with it very forcefully, and even get physical on occasion when the situation calls for it.
  
Get into a screaming match.
 
169.  I have been told that I am easy to talk to.
  
Never
  
Once
  
More than once
 
170.  When dealing with a client who is very upset, I think my tone should be:
  
Firm and assertive
  
Aggressive and straightforward
  
Calm and casual
  
Pleasant and confident