Client (barging past the receptionist to the worker’s office, obviously angry): My kids and I are hungry! Know what that means to be hungry? We’re hungry and you . . . 

worker:

Above are some opening sentences said by angry clients. It is up to you to develop the exchange, including more information regarding what the client is angry about and the responses of the worker. You do not have to use the disarming steps in any particular order. See if you can add some active listening and open questions as you go along. See if you can put yourself in the clients’ shoes and empathize with their feelings.