How to Respond to a Procurement Proposal

If you get a hothead on the other line, how do you descolate that situation while still being firm and holding the line effectively? So iso praxysm works both ways. Remember, if you mirror the bad behaviour of some one else, it's going to ascalate the situation. You've got to give them the opportunity to vent, cause they're frustrated. They want to be heard. And just by doing that, you can start to move away from that anger, frustration response to the ok, now i've got to solve this problem response. But the rational discussion doesn't come right away. It's amazing every time i feel like i don't know how to