Never respond in the heat of the moment. Don't be reactionary - if someone comes to you with a "crisis" or if you find yourself in a tricky situation, sit on it (or if you have the luxury, sleep on it). In the heat of the moment, an impassioned response will almost always:
1) Make you look unprofessional
2) Communicate the wrong message to the intended recipients
3) Impart the image that you don't know what you're doing
4) Make matters worse
Take a deep breath, and THEN answer.
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