I am becoming more understanding in certain ways, so that's something for me to cheer myself about. Tonight, there was a couple in their late 60s, telling me their issue of being victims of harrassment.
After finishing writing the issue, instead of asking them to wait for their turn, I recognized that what they need is a listening ear, took the time to listen, understand their issues and fears, and advise them.
And if it were not for my co-workers who came to mention that it would be their turn, the couple would still be talking to me, for nearly 75 minutes after I've finished writing down their issues.
However, something for me to improve upon is advising. That's because it is very easy for others to blame when the advice is wrongly executed, and it's a cardinal sin of counselling.