As humans we have daily interactions with others. That means you are bound to encounter conflict and anger at one time or another. Anger is one of the least understood emotions. However, anger can provide information and stimulate energy that can be used positively.
When dealing with someone else’s anger, try the following to de-escalate the situation:
1. Acknowledge the feelings of that person.
2. Rephrase what you heard and get agreement on what the issue is.
3. Invite the other person to join you in addressing the issue.
4. Take action and follow up.