The FBI uses a process composed of five sequential stages:
To establish rapport (Stage 3) with the subject, active listening skills (Stage 1) and empathy (Stage 2) must first be demonstrated and maintained throughout by the negotiator. As this process continues, influence (Stage 4) and the successful resolution of the crisis through behavioral change (Stage 5) follow.
MORE IDEAS FROM How You Can Learn The #1 Persuasion Technique of FBI Hostage Negotiators - Barking Up The Wrong Tree
Is to seek to hold the attention of a conversation on oneself. It occasionally manifests on the average person when we pretend to be listening, but we were really focusing on what we want to say.
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, listen actively. Don't judge or analyze what the person is saying at first. Just try to understand from their point of view.