At this stage, they've managed to do the later stages. They are no longer affected by emotions shown by the caller. Due to already know the core of a problem, a tough chick will immediately draw conclusions from different sides and the contents of a communication problem.
Though it may be contradictory, but a logical opinion will make opponents talk thinking about solutions that had to be done. Of course, tough chick not only intelligent in terms of emotions, but a comeback in terms of making a decision.