7 Step Approach to Communicate with Angry People

The key then to defusing these types of situations and handling them more confidently is as follows:

• get the right inner voice
• use the right body language
• apply critical listening
• summarize what the other person has said to check that you have properly understood the situation. (This also reassures them that you have actually listened to them)
• apologize if necessary and empathize
• ask open questions
• tell them what you are going to do to resolve the problem
  

And finally do it!