It certainly has to do with the situation as to whether or not there is going to be a agreeable resolution. Having worked at ACS for 41/2 years I often dealt with Volunteers. I always listened to the issues that have may triggered the difficulty. Usually more than one person is involved so getting willing participants in one room to casually talk always made the most sense to me. Sometimes its a lack of communication or personalities that create the issue, not the issue itself. I had to remember they were volunteers not paid employees and ACS is Volunteer driven. Although at times workmates had the most immature issues! If possible leave individuals with their dignity and a way out of their problem. If effort is made to come up with resolution and you ve still got an angry person....get the Area Director involved. Hope the answer although wordy helps...