By: Zipporah Leach, Vocational Specialist iCan Dream Center

The holiday season brought twinkling lights, cheerful music, and a sense of excitement, but in the world of customer service, the most wonderful time of the year inevitably brings a modicum of stress, frustration, and very real human emotions. For many of our students who stepped into the workforce for the first time this past season, the holidays became both a learning opportunity and a moment to shine.

At iCan Dream Center, we teach students not just how to work, but how to understand people, especially during seasons when emotions run high.

Last semester, we focused on communication and empathy, and that message showed up beautifully during our internship visits.

A Holiday Encounter

One of our students was working at a partner grocery store, a place bustling with activity, responsibility, and the holiday energy that can make emotions run high. On this particular day, our students were assisting with a holiday donation campaign, asking customers to contribute to feeding families in need.

As they kindly approached a customer to ask if they’d like to give, the response from the customer was sharp, expressing frustration about not having enough food for the holidays themselves. The tone was heavy. In that moment, our student froze, unsure what to say next. Instead of reacting defensively, our student remembered a skill we practice often in class: pause, listen, and lead with empathy. Our student gently replied, the person’s shoulders softened. The tension eased. And for a brief moment, two people, one serving, one struggling, met in a place of humanity.

Many people underestimate or just don’t know how challenging these moments can be for young adults entering the workplace, especially with neurodivergence. Reading emotions, managing reactions, and navigating unexpected comments doesn’t come naturally. That’s why our classroom has become a safe place to rehearse real life.

Every week, we engage in structured role-play, allowing students to imagine scenarios before they encounter them at job sites. We focus heavily on preparing for interactions like:

• A customer who is stressed or in a hurry
• A customer who says something rude
• A parent balancing children, budget, emotions, and expectations
• A co-worker who is tired or overwhelmed
• A supervisor who is short-tempered because of a seasonal rush

Students rotate roles; customer, team member, boss, and practice what to say, what not to say, and how to understand the emotion behind the words.

We talk through questions like:

• “What might this person be feeling?”
• “How can I show kindness without taking things personally?”
• “What tone of voice helps calm a situation?”

One of our most important lessons is the power of empathetic phrases, such as:

• “I understand why you feel that way.”
• “Thank you for your patience.”
• “I hear you.”
• “Let me help you with that.”

These small statements help our students build confidence and emotional intelligence; skills that matter deeply in the workplace.

Part of workplace norms is learning how to “read a room,” especially during the holiday season when emotions can swing quickly. We break this down in class by teaching students to notice:

• Body language
• Tone of voice
• Speed of speech
• Facial expressions
• Personal space

We teach them that sometimes supervisors are not angry, they’re just overwhelmed, stretched thin, or managing a holiday rush. That understanding helps students respond calmly and professionally, instead of internalizing criticism.

The holidays can also mean supervisors are tired, short on time, or juggling multiple responsibilities. We teach students how to receive feedback without shutting down. Through role-play, they practice:

• Looking the speaker in the eye
• Staying calm
• Saying “Okay, I can fix that”
• Asking clarifying questions
• Taking notes if needed

We remind them that feedback is not failure, it is guidance. And kindness counts here too; showing appreciation for feedback helps build trust in the workplace.

The holiday encounter at our partner grocery store last month reminds me that our students are not just learning job tasks, they’re learning compassion, patience, and emotional maturity. They are discovering that kindness is still one of the most powerful tools in any workplace, especially during the holidays.

Our students are stepping into their roles with humility, courage, and a willingness to learn. They are proving, one interaction at a time, that individualized needs do not diminish ability, in fact, they often create deeper understanding, richer empathy, and stronger connections.

As we move through 2026, we’ll celebrate each small win: every moment a student stayed calm, chose kindness, or offered empathy to someone. These are victories that will carry them far beyond the holiday season.

Because kindness doesn’t just count in December, it builds the foundation for a lifetime of success.