"There are people who are out to take advantage of others and some who are merely putting in their time. But most of the people I encounter in the work place are desperately trying to make a difference and what to be effective at their jobs."

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When you have police officers like Office Encinia who is a trained professional, who is trained to de-escalate a situation where a motorist may not be in the best of moods because of an encounter that they're having with you, you are trained to respond differently.

— Sharon Cooper