Show
them you actually listen to
what they say. This may
already be part of the
solution. Normally people
will calm down if they see
you have a sincere interest
in what they say.
Communication is the
keyword. Sometimes anger
at a situation can be
defused by letting the
person know you hear
their problem. Try
repeating back what they
say in the form of a
question. This could
prompt them to clarify
their position on the
situation. Or ask them
"could you say that
differently (or in a
different way)
mharzvillar21
