2. Gather Information
Try to find out what’s going on from at least two independent sources. If you cannot find the answers from independent sources, you will have to rely on the people directly involved. Bear in mind that they may have very distorted versions of the information. Don’t play judge. By placing yourself in the role of “information gatherer,” you will diminish the potential defensive responses of the angry individual and give yourself greater credibility to ultimately resolve the situation. Remember, when you are gathering information, you are trying to identify the underlying source of the anger.