Handling crisis is not easy. What I did during the crisis is listed below.
• Listen carefully
• Do not go for confrontation
• Let him or her spill out his or her anger
• Do not react
• Do not show your anger
• Be cool
• After he or she stops abusing
• Start your reasoning
• Understand the situation
• Praise him or her
• Accept what he or she says
• Handle with care
• Tackle tactfully
• Tell the fact
• Explain the situation
• Is it under your jurisdiction?
• Is it out of your control?
• Give proof
• Communicate the right thing you have done
• Convince as much as you can
• Apologize even when you have made no mistake
• Give respect for his points whether they are right or wrong
This will definitely help you to handle the crises.
