Sometimes we're placed in the situation where the other person is angry or they're out of control.This is typically going to be the case when we're doing customer support or some kind of telephone support. But it might happen when we're on a call with a peer, a boss, a college, a subordinate, someone we're working on a project with or maybe even an internal customer. What do we do when we have a phone call with somebody who's just out of control? The first question I have is, do you have to take it? Do you have to take the call or do you have to take the abuse? Either way I have to know if you want to manage that conversation right then. If you do, I invite you to see past the emotion and try and figure out what the purpose of call is. Some people are very good at calming other people down. I'm not one of those people. I tend to get riled up when the other person is riled up. I get defensive. If you get defensive, I invite you to look past that emotion...