According to the reading, the author explains a concept called emotional intelligence. The professor further explains it by giving an example. First, the professor talks about her friend's experience as a customer service representative. Since he didn't have good emotional intelligence, he didn't do well at dealing with people. When he met an angry customer, he usually got frustrated and became defensive, this made the customer more upset. Then, the professor mentions that her friend was trying to develop his emotional intelligence. He tried to emphasize with their customers from their perspective. This trying made the customer happy and avoided becoming angry.
항상 감사드립니다 :)