Don't get caught up in other people's emotions. Customers and coworkers will often times act as if they are in the midst of an emergency when they are not. Or they will act childish or rude. Or they will act as if you are the only one who can help them. This is almost never an accurate depiction of their situation. They might be trying to manipulate you into giving them a price break or, worse, they simply have no control over their emotions. Having empathy and sympathy is helpful in understanding and communicating with customers but getting wrapped up in their emotional states means that you stop being in control of your own autonomy and you can unconsciously take on their emotions. If this happens you can find yourself anxious, angry, fearful, hyperactive or otherwise mirroring someone else's emotions unnecessarily.