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Your job is to register people who need treatment. They typically have appointments scheduled but, for many reasons, they may have to wait to be

Your job is to register people who need treatment. They typically have appointments scheduled but, for many reasons, they may have to wait to be seen. A man, who has been waiting for a while, gets upset about the length of his wait and starts to raise his voice to you. How effective are the following ways of handling the situation

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