I calmly inquired about the situation and circumstances that led to their anger and respectfully diffused the emotions to a point such as to discuss get to the root cause of their state of dissatisfaction. I acknowledged that their anger is understandable, given their perspective. I then went to explain the rationale for my decisions and the constraints of the system under which we operate. The goal for me was to ensure we left with a renewed understanding and appreciation for each other's position.