8. Keep cool. Don't respond instantly or say yes to everything.
保持冷静，对听到的任何事情不要立刻表态。
9. Keep your head. A calm presence is an invaluable asset.
保持理智，镇定是你工作制胜的法宝。
10. Be good at your job. Know that you're good. Self-respect is the key. It'll show up in the way people deal with you.
做好你的工作，相信自己能胜任。自信是关键，这也会影响到人们对你的态度。
11. Accept that you can't please all the people all the time-or even some of the people all of the time.
承认这个事实：你不能总是让所有的人满意，甚至是总让一部分人满意都很难。