I consider myself very solutions oriented. I don't consider excuses a valuable use of time and instead try to gear my discussions and meetings towards action items that solve whatever problem we've stumbled upon. After spending the day with my calm and pleasant coworker, I noticed my reaction to hearing excuses or complaints was increasingly to shut down the conversation abruptly, typically with a frustrated tone whereas she continuously focused on closing down the negativity in a positive way - not an easy thing to do. She did this in a really simple way, by being kind.
1. Kindness is customer service and everyone deserves it -both co-workers and clients.
2. If you can hear frustration in their tone, they can hear the tone you give back.
3. Patience and courtesy must be practiced daily.
If you've had a similar experience or anything to add - feel free to comment!