To have positive impact to people, be positive with your thoughts and actions, too.
Just last Monday, I encounter someone who process his building permit as built in this office. It has been a long time that he try to comply all the requirements.
When I refer to my superior, he advise to have an ocular inspection of the site. THen he said, "He is so strict and so hard".
When I heard that, I try to explain the procedure so that the image of my superior will be protected as much as the organization. In the soft and well explained back up with the provisions on building and fire code, he then realize to follow process or procedure.
I can't imagine how rude a person could be if he wanted to fast tract his papers. But with good communication, everything will be okay.
Just yesterday, his papers are okay. Thus, this brings out the best in person.