On August 30, 2023, Community Relations Manager, Janel Gomez, presented to the Administrative Services Team (AST) about how to deal with difficult telephone calls, specifically angry citizens. Specific attention was made on how to deal with microaggressions and when customers use racially insensitive language. The team held a discussion on their customer services experiences and shared tips for dealing with angry or frustrated citizens. The AST were provided scripts for dealing with difficult calls in various situations. This presentation was created and given by request of the AST. If your team has a similar request in the area of Diversity, Equity, and Inclusion, call the Department of Equity and Engagement.