If we deal with others, and especially in delicate matters, we need to create a trusting environment by making the other feel understood and acknowledged. The most important way to accomplish this is to validate their bad feelings, or our own, independently of whatever it may have caused. Remember, you don’t know, not even from objective information… It is a simple act of kindness, making the other feel valued and worthwhile. Believe me, whatever the situation, even if you’d need to be in control for further interaction, this is the way to go. Always.