How to Respond to an Angry Person

Listen- Empathize- Acknowledge-Respond-Mirror

FIRST -- Listen without interruption or taking the criticism personally. Hear the angry words but let them go right past you and concentrate on the meaning of the words.

SECOND -- Thank them for caring enough to let you know there is a problem.

THIRD-- Compliment them on the effort and energy they have exerted in order to deal with the problem.

FOURTH – Respond with a statement that mirrors the person’s point.

FIFTH – Respond with a statement that mirrors the person’s internal feeling. (Formulate some simple phrases to let the person know you understand) 
Empathy is the ability to share in another’s emotions, thoughts, or feelings without necessarily “agreeing with any of the sentiments expressed”. Empathy has been equated with emotional intelligence.