Most of us don't like to be told things, but we don't mind being asked. If we happen to be upset or angry, just talking through the problem step by step may defuse our irritation and resistance. In the meantime, you have a chance to complete your thinking about the situation. In the end, everybody may have learned something useful and you emerge with your reputation enhanced rather than damaged. I absolutely need to get to Cincinnati today.
Chances are, they can.
In fact, we met someone recently who was offered a first class upgrade on his alternate flight just for being a pleasure to deal with even in distress. Finally, make a saintlike effort to keep your speech pure and simple. No loaded questions, no accusations, no clever or biting phrases but also no wimpy, self-deprecating language that shows you don't think much of yourself. That's what principle 3 is all about. We'll have more to say on the subject when we discuss phase 3 of the four-step approach.