Many people are good at hiding their true thoughts with different actions that make the complainant think their complaint is being listened to carefully. The head-up and head-down actions seem to tell the complainants that their complaint is not only accepted, but accepted well. But in fact, if the complainant leaves feeling that the other person has accepted her complaint and is not going to continue with it, the nod serves its purpose, which is to shut the complainant up. All this makes me shudder.