Final answer:
When confronted with an angry client, use respectful verbal communication, listen actively, and focus on problem-solving rather than playing the blame game. Face-to-face or phone communication is preferred for complex issues to avoid misunderstandings that may arise from text communication.
Step-by-step explanation:
When dealing with an angry client, the best type of communication to use is thoughtful and respectful verbal communication. It is crucial to remain calm, listen attentively, and choose your words carefully. To manage the conversation effectively, use open-ended questions to understand the client's perspective better. It's important to validate their feelings by restating what you've heard to ensure you're on the same page. This approach not only helps to deescalate the situation but also works towards solving the problem at hand, rather than focusing on blame.
Acknowledge that often, these situations require face-to-face or telephone conversations for clarity, especially when emails could unintentionally escalate the conflict. Remember that in professional settings, clear and direct language is valued, but so is a diplomatic tone. Avoid the use of text language, all caps, and ensure personal feelings or unprofessional comments are not communicated electronically, as they may become public and can cause further issues, as seen when the attorney's email was forwarded without his consent.