As a parent, the author's daughter is going through a yelling phase, triggered by stress responses, which are a natural response to an overwhelmed brain. The author reflects on this situation and realizes that similar patterns can be observed in their work as a customer service professional. When customers become angry, it's not about them, but rather about the underlying stress build-up they're experiencing. The author shares their own experience of feeling a physical sensation in their neck, indicating stress, which led them to take steps to manage their own stress and anxiety. They emphasize the importance of paying attention to one's stress and taking proactive measures to prevent emotional emergencies by identifying small stressors and creating systems of prevention. By approaching situations with calm compassion and recognizing the signs of stress, individuals can create a more positive cycle and improve their overall well-being.