Perception - Or more importantly, a change in perception is one of the four processes necessary to not only affect a change of heart on a day to day basis, but also to keep the emotional debris we carry around in our hearts to a minimum.
Perception creates our reality. If we perceive the world to be a cold and uncaring place, our perceptions will support that idea. You will see nothing but nasty, hurried people every day surrounded by huge corrupt businesses and organizations. This perception will manifest perfect scenarios in your life to back up your argument that the world is a difficult place to live in.
Now, if your perception is that of a world full of content and busy people supporting themselves and their families - then that is what your reality will be. We have a choice.
Just as we choose to perceive a glass as half empty or half full, it is our perceptions that will shape our lives. We get to choose the interpretations of events in our lives. We can choose a negative interpretation or we can choose a positive one.
Have you ever encountered an extremely rude or angry service person, whether it's a cashier at a local grocery story or a person you inadvertently shoved in the line up at the bank ? How do you respond to them ? If you repond with hostility and impatience, then this is how you view life around you - as a constant struggle. If you respond with understanding and forgiveness then this is your reality. It's your choice.
These rude people may be experiencing difficulties in their lives that you don't know about. Not every irrational or difficult person in your life is out to get you - on the contrary, they are there to teach you something. Assume everyone is innocent until proven guilty and your heart will soften with forgiveness, not only for them but for yourself as well for having judged them so harshly.