Final answer:
Handling an upset individual involves staying calm, carefully choosing your words, and focusing on listening and understanding their position. Open communication and focusing on solutions over blame are key, and involving HR or a supervisor might be necessary if the conflict can't be resolved directly.
Step-by-step explanation:
When handling an individual who is upset and complaining, it is important to choose your words carefully to avoid exacerbating the situation. It's crucial to stay as calm as possible and invest time into listening to their perspective. Instead of jumping to conclusions or defending your position, aim to remain open and respectful, showing that you value their viewpoint.
During the conversation, use open-ended questions allowing you to learn more about the other person's position and show that you are actively listening by restating their concerns, which affirms their feelings and can prevent misunderstandings. Keeping the focus on solving the problem rather than assigning blame will lead to a more productive and amicable resolution.
It's important to have bridge-building conversations requiring both parties to engage equally in speaking and listening. Part of effective communication is expressing how you feel and what you think as well as considering the other person's feelings and thoughts, which creates a balanced and respectful dialogue. If the conflict cannot be resolved, it might be necessary to involve a supervisor or the HR department for assistance.