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We pull apart why calm is a trained leadership response, not a personality trait, and how regulated authority turns a wobbly service into a steady one. We share concrete tactics that lower volatility, protect profit, and keep the team thinking under pressure.

• emotion travels faster than information on the floor
• calm as regulated authority, not passivity
• calm vs frozen leaders and visible signals
• short sentences that redistribute clarity
• narrating stability without lying
• no public shaming during impact
• physiological effects of stress on performance
• operational costs of volatility and hidden problems
• training future GMs to regulate a room

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