If a complaining citizen is angry or upset, what should the company officer do?

Remaining calm and in control is essential when dealing with a complaining citizen who is angry or upset. This approach helps to de-escalate the situation, reassuring the individual that their concerns are being taken seriously. By maintaining a composed demeanor, the company officer sets a positive tone for the interaction, demonstrating professionalism and empathy. This can lead to a more productive conversation, allowing the officer to understand the citizen's concerns and work towards a resolution.

In contrast, responding aggressively could escalate the situation further, potentially leading to conflict rather than resolution. Ignoring the citizen’s concerns would dismiss their feelings and problems, leaving them feeling unheard and more frustrated. Involving a supervisor may not always be necessary, especially if the officer can adequately address the concerns and provide immediate assistance. Thus, the best course of action is to remain calm and in control, fostering a respectful and effective dialogue.