Some good stuff here my friend. I would comment that if there is a way to defuse the anger in the other person, that would help. Sometimes it is not achievable but certainly helpful in conflict resolution. Again thanks.
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Sometimes what builds up to anger is usually a misunderstanding, from one person or the other. How my boss teaches us to work on the communication issues, is to get curious. Find out the what, why and how by asking questions. But, all we can do is try, right?