A gentle answer is the key to working successfully through stress or a stressful situation.
That first reaction cannot be off the cuff, on a whim, or even tailored to the situation itself.
Often your first reaction is wrong once you gather all the details and learn what is actually going on.
This holds true when people come to you and are angry about something. Personally my reaction is to become mad right with them.
But I have learned that I have to take time to get all the facts and find out where the anger is coming from. When you do this you will be surprised how you could have misjudged the whole scenario.
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