1. Take time to listen. Most people want to feel heard. When they don't feel like they are being heard, they often become louder and angrier. They may even file a lawsuit as a way of forcing the other person to listen. The benefit to listening is that you have a better chance of learning valuable information.
2. Arguing can be useful. Arguing is not always bad. It can help people air their concerns and vent their emotions. As long as it has not turned toxic, become circular, or led to shouting it potentially has value.
3. Asking questions can put the other person's actions in a whole new light. You might be surprised to find out why someone else did something that hurt you. Often we attribute certain motivations to people, and there are a lot of situations where we are wrong. The other person's personal history and circumstances may have led them to look at the situation in a completely different way than you did. Their motivation might have been completely harmless. It might have been intended to end a situation they found painful or threatening. You don't know until you ask.
4. No matter how angry you are, there is nothing to be lost by taking a deep breath and keeping an open mind. When someone says something that ticks you off, it is often tempting to strike out and stop listening. If you stop to take a deep breath, it is easier to stay calm, ask questions, listen and learn.
5. Sometimes the best thing you can do in a bad situation is say, "I'm sorry." Saying sorry is not the same as admitting liability. A sincere apology can help both parties feel better and move forward.
