1. Say nothing (to start with) – Allow people to vent. Don’t interrupt and certainly don’t judge by saying things like, “Calm down,” or “You’re obviously mistaken here.”
2. Ask questions rather than try to make a point – This is easier said than done but try to ask questions that clarify the reasons behind the anger/upset or conflict – “Why is that upsetting you?” or “It strikes me that this is the problem. Have I heard you right?”
3. Recognise that you played a part here, and own it – Rather than talking about what the other person did/does/feels, talk about what you did/do/feel. Talking about the other person just makes them get even angrier.
Sounds like a budding entrepreneur Dan if you ask me 🤷♂️