People get angry when they wait too long or don't get the answer they want or were expecting. Somehow it becomes a slight to them and it becomes personal. I don't let myself get involved in drama in the workplace. If you are a true professional, you stay out of it. If it's with a customer, I listen first. I found that most people just want to be heard. When I ask them what they would like for me to do about it, they either don't know, or want people to be fired. I calmly explain that they were only following workplace procedures. If it's something different, I listen then come up with a solution.