During the day we find ourselves in different situations and we have to interact with different people, these contacts do not always become pleasant for us. This is especially true for those whose work involves a large flow of clients in the field of sales, restaurant and hotel services. Conflicts often arise, complaints and claims in which it is necessary to maintain composure and calm, but this is not always possible. In order to maintain self-control, you need to remain stable, i.e. don't lose your footing. Oddly enough, Mental Resilience begins with Bodily Resilience. In psychology there is such a concept - “grounding”. So, if you are in a situation where people are shouting at you or near you, are indignant, or show verbal aggression, do the following: 1. Do not sit cross-legged or with your feet on the sofa, place the feet of both feet on the floor, feel support. 2. To enhance the feeling of support, place your palms on the table or on the back of a chair; to enhance the feeling, place your palms together with your elbows. Feel the weight of your body. 3. Sit deeper on the chair/chair, do not sit on the edge. 4. Pay attention to your breathing, breathe evenly and calmly, do not hold your breath. 5. Focus your attention on what is behind the other person's scream. What is the essence, the “grain”, of the claim or conflict. Try to hear behind the emotions what the person next to you needs..