How to communicate with angry people? How to appease angry people?

Enlightenment of wisdom: "Is it effective to reason with a person who has lost rational thinking?" It's hard to be angry and think at the same time. An angry person is most likely to regard those who reason with her as enemies. Only when you agree with her point of view will she subconsciously regard you as a person who helps her. After graduating from college, I went to a real estate company in Shenzhen to do after-sales service. I answer different kinds of questions almost every day. About housing quality, about property management, about appreciation potential, about mortgage, and so on. Many times, I am exhausted and meet customers who are pestering me. I'd like to have a big fight, but that's impossible. The company makes repeated requests every time it meets. Customers are always God, and we should give our customers the best service. If I had done that, I wouldn't have been fired by my black-faced boss. This is the biggest problem I have encountered in my work and life. A woman in her sixties started yelling as soon as she entered the company's after-sales department. She is a resident of Futian District and lives on the top floor. Because the property has not cleaned the roof for a long time, the wet roof is overgrown with weeds, which seriously damages the structure of insulation layer and waterproof layer. Therefore, in summer, the house is extremely hot, and in winter, the snow melts and leaks intermittently. Her face flushed with anger and her veins stood out. The whole person is like a string of lighted firecrackers, and whoever gets close to it is unlucky. Many female colleagues in the company were so speechless that they had to go to the office to find me. On weekdays, I did solve many customers' problems. So I still have some experience in communication. I talked to her in the usual way. I said, "Aunt, listen to me. The fact is that ... "I failed for the first time. Before I finished my words, she went on the rampage and scolded me. I held back my emotions and tried to reason with her seriously, but she just wouldn't listen and just tried to overwhelm all my words with high-decibel gestures. Things got serious, which seriously affected the company's image. The door was crowded with watching customers. The manager of the company shuffled in from the meeting room. Instead of interrupting the old lady's conversation, he smiled and said over and over again, "It's okay, old lady, have a drink of water and speak slowly, so that I can hear clearly and help you solve the problem more quickly." "This problem is entirely our responsibility, and I agree with you." Her speech speed slowly returned to normal, and her mood gradually turned to peace. I was puzzled and couldn't help whispering, "Really, I have to see the manager to talk well?" That day, the manager taught me the most important lesson in my life. How to treat angry people? "Today's things, for you, be a good thing. Think about it, why don't you listen to her when you reason with her? Why is she still furious with your good attitude? " "The way of doing things is wrong. Think about it. Is it effective to reason with a person who has lost his rational thinking? It's hard to be angry and think at the same time. And the language is not well mastered. An angry person is most likely to regard those who reason with her as enemies. Only if you agree with her point of view will she subconsciously regard you as a person who helps her. " "Let her make it clear slowly, not to delay time, but to let her calm her out of control more quickly. This is conducive to the later conversation. " ㊣