When someone is furious.
WHAT TO UNDERSTAND
Most anger is about not being heard, or about consequences you cannot see.
WHAT TO DO FIRST
Acknowledge the impact, specifically.
WHY SPECIFICALLY
Generic sympathy reads as a script.
WHAT NOT TO DO
Defend before understanding Correct minor inaccuracies Match their tone Tell them to calm down
WHY THAT LAST ONE
It escalates reliably, every time.
WHAT TO DO ABOUT FACTUAL ERRORS IN THEIR ACCOUNT
Address them after acknowledging the substance, and only where they matter.
WHAT TO ESTABLISH
What outcome they actually want.
WHY
It is frequently narrower than the anger suggests.
WHAT TO DO NEXT
State what you can do, and do it.
WHAT DEFUSES MOST SITUATIONS
Being heard, and seeing action.
WHAT TO AVOID
Promising beyond your authority.
WHAT TO DO IF YOU LACK AUTHORITY
Say so, and bring in someone who has it, quickly.
WHY QUICKLY
Being passed around is its own grievance.
WHAT TO DO ABOUT ABUSE
Distinguish anger from abuse.
WHAT ABUSE IS
Personal attacks, threats, or slurs.
WHAT TO DO
State that you will help, and that the conduct must stop.
WHAT TO DO IF IT CONTINUES
End the interaction, per your policy.
