Here we are only citing some examples to help you reflect on the areas in which you could keep your own cool at work. For instance, a colleague says something potentially hurtful but you don't respond with a snide comment in fact, you just assume the other person is having a bad hair day.
Don't take things personally, as everybody is fighting a battle that you know nothing about. Something goes wrong, but you don't swear at your computer or kick the photocopier when they don't work, or take it out on the help desk or the administration personnel. Sometimes it is the small situations that irritate and annoy people the most, and yet they can be the easiest to fix, from a calming point of view.