One of the most challenging tasks in the workplace. Dealing with angry and emotional end user takes a lot of practice and is certainly a skill that a IT admin will take a long time to master.

Remain calm and listen to their issue. Often times the end user is just looking to blow off steam, let them do so. It may feel uncomfortable but if you remain calm as they tell you their issue (in whatever manner) they will begin to calm down.

After the end user has calmed down you can ask questions about their issue. Asking questions will add logic to all the emotion flying around and help you both to begin solving the problem.

Remember to discern if the problem really has anything to do with you in your role as an IT admin. Don’t allow someone to take advantage of your openness. Maintain a personal boundary and keep the context of the interaction focused on their problem, not their personal needs.