How to handle crisis?

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.