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Step 1
The first thing you must do is let the person vent. If you try to talk over them they will just get louder and become more angry. The secret to communicating is that while someone is talking, someone has to be listening.
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Step 2
Be sympathetic. You don't have to agree with their point of view, but you can acknowledge that you understand what they are saying and what they are feeling. You can demonstrate this by nodding your head and occasionally repeating what they have said. Keep your voice soft and quiet, this will encourage them to lower their voices too.
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Step 3
Use mimicking body language. If they are sitting, you sit. If their arms are crossed, you cross yours. You don't want to make it so obvious that they think you are imitating and making fun of them. The point is that your body position is similar so that they see you have something similar, something in common.
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Step 4
Be honest. Don't say things you don't mean and don't promise what you can't deliver. The best thing to tell them is that you will do your best for them and you will stay involved if necessary as a liaison for them. If they are complaining about something that is impossible, tell them that and apologize. Try to offer alternatives if you're able to do so.
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Step 5
End the conversation by assuring them that you will be there in the future to talk to them and that you will act on their behalf. Most important, make sure that you do follow up.
