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If a client feels he or she has been treated unfairly, there is the option of filing a grievance. In some cases, these are filed after a situation escalates and words are exchanged between client and staff. These words are never good ones.

A supervisor once told me that was one way he could gauge how well somebody was doing their job - the more grievances filed against you, the better the job you must be doing.

Personally, I disagree. If you have a disagreement with a client, or if he comes in drunk for example, and it escalates to the point where it turns into a shouting match and the client blows up, well... a lack of communication skills might have played some small part in it.

Clients who come in drunk can't stay, they are given a night out. Some of these aren't even "angry drunks" when they show up but they sure can leave in a pissed off mood if things aren't handled correctly.

Drunk or sober, I've seen more than one situation spiral out of control for no good reason - other than ego, pride and more than a little dueling machismo from both sides.

It may be coincidence, but staff who rack up the grievances are seemingly promoted sooner. That doesn't bode well for my future at the shelter, let me tell you. There has been more than one occasion in which a client has come in drunk and not only have I been able to avoid an argument when asking him to leave, but have actually had men shake my hand and thank me for calling them on it.

Other types of disagreements can be handled with a little finesse. Suggest options that offer resolution without the other person having to "lose face". Don't be needlessly confrontational and keep a sense of humor - it's hard for somebody to stay mad at you for long if you keep making him laugh despite his best efforts to stay serious and angry. All common sense suggestions, I know - but apparently not everybody read the Common Sense Memo. Or realized common sense was a one-way ticket to Nowheresville long before I did.

So I may have to become a serious hardass just to be considered for a future promotion. I've been told I can be quite the smart-ass at times, so all I really need to do is refocus on the hard part.

If I really concentrate on my hardassery, the grievances will start rolling in. If I play my cards right, they'll pile up so fast that I'll be CEO within six months. Just you watch.

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The hospital transports an elderly man to the shelter for one of our medical rest beds. He's just had his pancreas removed and now has a colostomy bag. Since even rest bed clients have to be able to take care of their basic needs, this has me a bit worried.