You are working at the front desk of a clinic. A patient comes out from seeing the Doctor. They are obviously shaken and very upset. The patient approaches the front desk where you are seated and starts to critique the practice and is mumbling angry words as you are trying to tally up their outstanding bill. You aren`t sure how to react. As you are formulating a response, they start to cry.

Describe what you think might have triggered this initial critical reaction. Why do you think they started to cry?