You are faced with an angry customer. A supplier will not talk to you. One of your most important employees is acting out. Experience has taught me that if I simply react to the stimulus I have a good chance of making a mistake.
Anger begets anger.
Silence leads to more silence. Acting out leads to striking back. As the Japanese say, the nail that sticks up will be hammered down. In other words, it s the old you want a war, you ve got one. The mind may reel with thoughts of getting even or manipulating the situation to get what you want when you want it.