Use positive terms. Instead of calling a situation a problem, name it a challenge. People to tend focus and remember the negative words more then the positive. Avoid people who are negative in thought and action. Surround yourself with positive people.
Negativity breeds more negativity.
When you are around others who have a positive attitude it will be easier for you to remain upbeat and focused. Be pro-active Look for positive solutions to challenging situations. Don't wait to take action. Customers are anxious to resolve issues. When the resolution stage is delayed, it generates more frustration and anger.