Emotions

If we are faced with someone 
who is emotionally charged up, 
we have to manage these emotions first 
before we can deal with the problem.

Deal with his feelings 
and then deal with his problems. 
We interact on a human level 
to deal with the feelings, 
and a business level 
to deal with the problem.

Human level responses include: 
being warm and friendly, 
focusing on the other person, 
listening actively, 
using the person's name appropriately 
and being flexible :)