In my opinion, these traits are significant in many jobs, especially when providing service to others. Whether one is working at a movie theater or even a high quality restaurant, they’ll have to know how to resolve conflicts, while also making sure to be courteous.
There will always be those who are hard to deal with, and those who are dissatisfied. It’s part of being in service to others. However, there’s always a correct way to handle the situation. Just as the article states, remaining calm and courteous in heated conflicts is an important trait, as well as being able to resolve said conflict.