So, everything is going fine - until it isn't anymore! One of your staff members is yelling and screaming about something that doesn't even make sense. Another one is quiet but refusing to work or talk. And you are the one who is responsible for the whole operation. What can you do?

1. Invite the upset staff member to meet with you in private. If you think this might be a threat to your safety, leave a door partially open so others can come to your aid if needed.

2. Stay calm - Your mood will be a direct influence on the other person. The last thing that you and that employee needs is to have two people in crisis at the same time and in the same room. Control your emotions!