When people get angry, I sit quietly and listen to what they have to say or I just let them vent. Once they are finished, I speak quietly so they have to really listen to hear what I have to say. I let them know what I can do to meet their concerns and what I can’t do, based on department policy or regulations. We have a conversation. I do not lecture them and I treat them with respect. When clients yell at me, I do not take it personally. They are frustrated with the system I represent. I understand that. We just do what we can to move forward.