How to Manage Irate people..

Here's something I read recently about how to manage irate customers..The author gives top 10 ways to deal with irate customers and he also says, if you become one of these irate people, u will know how to deal with yourself..They are
1.Remain calm
2. Allow the person to vent and listen carefully
3. Reflect on some of the comments and important feelings that the person is voicing out
4. Use questions to find out as much as possible
5. Deal with criticism by not letting their angry statements upset you..Avoid defending
6. Keep the tone of your voice helpful and state your desire to help
7.Only if necessary, delay or transfer the customer to another person
8.Always admit mistakes,but dont be overly apologetic
9.find areas of agreement
10. Dont answer cheap shots, ignore the comment and redirect the conversation..

Well, I was thinking about these and I really am sure that it will work in personal life too..

After all, listening is the most important step in solving any conflicts of interest..Thanks to you, Hal Becker..