"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."

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For me, the greatest source of frustration was trying to work with a willful child when there was something else I wanted - say, to get the child to go to bed so I could have my own time. Just the promise of the time, and feeling that promise slip away, was enough to introduce a whole other element of stress into the encounter.

— Carolyn Hax