When I'm not pretending to be a giant rabbit who writes fiction on the Internet, I work at a services company where I deal with customers all day. The nature of our business is such that people often mistakenly believe we're responsible for things that we aren't, so it's not uncommon for me to get calls from an irate stranger demanding that I change something I have no control over.
I would love to be able to say that my meditation and Buddhist practice enables me to respond in a calm and present manner to these calls, but I can't. It's times like these when the lizard brain takes over -- often, I'm confused about why I'm being screamed at, and that makes my chest tighten and my heart beat faster. I'll try to tell the caller why it's not my fault they're in this situation, which if I were thinking clearly I would realize is the wrong tack to take. Then an argument ensues, and all that matters is gaining the upper hand. For me, a 'win' would be getting the caller to drop their accusation of responsibility and go elsewhere. It doesn't matter whether or not they're frustrated or feel like they've been helped. As long as they stop being angry with me, specifically, that's what matters.
When I'm rational, I know that this isn't a personal thing. I'm merely the most convenient face for a problem that someone has, and since I'm on the front line as it were I'll bear the brunt of the negativity for some people. But it's really difficult to remember that as it's happening; that the person repeating "What are YOU going to do about it?" in your ear again and again isn't speaking of a literal 'you'. At that moment, you're a representation of your work place, an entire company given a voice.
I'm not sure if you would have guessed it or not, but I like to avoid conflicts whenever possible. Part of it is I don't like the stress that a conflict brings, but another part of it is the knowledge of my own temper. It's a quick one, and I've learned a while ago to disengage myself from a situation that sparks it -- chances are it'll die down quickly and I can come at it reasonably later. Obviously, this isn't an option when there's someone on the phone with you, refusing to give you space until you resolve a problem that you just can't solve.
But see, this is why you meditate. The feeling that you get on the bench, when you're just breathing, is meant to be carried with you through the rest of your life. If you can remember, all it takes is a few breaths to bring you back to mindfulness, to remember who you are and what you're doing, to take an approach to the situation that's less instinctive and more helpful.
I ended up raising my voice to the caller the last time it happened. He was especially pushy, demanding that something be done and using the time-honored "repeat yourself in a louder voice" to control the conversation. I admit, I was flustered. I took it personally and handled it poorly. At that moment, all of my meditation training went out the window. I played his game, and lost.
If I had taken just a few breaths, I would have realized the truth of the situation. He was painting me as an enemy, an obstacle to a desired outcome, but I'm really not. Instead of allowing myself to be placed into that role I could have side-stepped that relationship entirely. I could have said, "No, I'm a friend, let me help you any way I know how." While I don't have direct control over the situation, I could have come up with a somewhat workable solution with just a little thought. But it's hard to think straight when you're running on adrenaline.
One of the things that I've tried to do is tell a story of myself that runs closer to the person I would like to be. I suppose this is an advanced version of 'faking it until you make it,' but hopefully it will be useful. As I move through my day, I tell myself that I'm a friend to everyone, even the people that would rather not see me. I tell myself that I'm helpful, generous, kind, attentive, compassionate. I construct a myth of myself -- a rabbit who is an Avatar of Comfort, dedicated to putting everyone around him at ease. It doesn't always work, of course -- sometimes I forget myself and then I'm just David, grumpy and harried, who'd rather get back to whatever it was he was doing instead of being patient and helpful. But that's OK. People fail to live up to the myths about them from time to time, but it shouldn't stop them from striving for it.
That's one of the ways I 'access my totem', I suppose. I marry my vague, animist spirituality to my Buddhist practice, so that my idealized self, the picture of myself at enlightenment, is a rabbit that radiates calm and peace. I'm not sure if there's a name for that sort of thing (besides insanity), but it helps, when I remember to let it.
Does anyone else do this? What sort of stories do you tell yourself, about yourself, to encourage you to be a better person?