In these conversations, I have to fight the urge to engage in an escalating argument with an upset person, especially when I don't agree. I do believe that the key is to listen to others point of view and to allow the person to vent their concerns. Also, one should allow upset individuals to express their views and ask what they expect from you. Once you do this, your point of view or stance can be expressed. It is vital at this stage to anticipate questions by the party to eliminate the possibility of bringing emotion back into the conversation.
As a leader one should listen before speaking and then think about what you are going to say before you say it. No one likes these conversations and often they are very difficult because emotion becomes involved. In my opinion, the key is to remove the emotion as much as possible. While this is hard, it is a part of the process that is necessary to resolve others concerns. The other very important technique is to listen to the others point of view and allow them to fully express their views.