First off, you can't get angry too because then there are two angry people.
Tell yourself they are having a bad day. Don't try to shut them up or talk over them. It doesn't work. Instead...
Active listening has three components:
Paraphrase: Repeat what they have said in your own words. "If I understand correctly... "
Inquire: "You mentioned you ...
It also includes body language:
If you can't just listen and need to reply to a direct question, make sure you look at the problem from their perspective.
Ignore the anger and hysterics, and instead give positive reinf...
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