Surely all of us have experienced having to talk to someone who is angry, and even if we can't do anything about it, adjusting the way we speak to show that we

Surely all of us have experienced having to talk to someone who is angry, and even if we can't do anything about it, adjusting the way we speak to show that we understand their anger? Eg letting them (to an extent) rant about the trouble being caused to them, phrasing things to not come off as confrontational or blaming, anticipating things that might trigger another outburst (eg being asked to try restarting the router when they've already claimed to have called in several times and thus may have been asked to do so several times).