How to handle an angry person

1. Quotable quote

"Anger is a healthy, normal human emotion that warns us that something is wrong. It can bring attention to injustices and it can force people out of complacency. But it’s also an uncomfortable emotion - especially when expressed at work. Fortunately, anger can be managed. The key is to deal with it in a way that solves problems instead of causing them."

2. Here's an idea

When an agitated employee or customer comes to you with a complaint or crisis, force yourself to speak slowly. Take several breaths before beginning to speak, and then consciously slow down your speech rate.

When they see that you are not stressing out or panicking over the situation, they will also calm down, and a solution can be worked out rationally. Panic can be catching and, if you in turn panic, others will surely follow suit.

3. Viewpoint

"Anyone can become angry. That is easy. But to be angry with the right person, to the right degree, at the right time, for the right purpose, and in the right way - that is not easy." …