Negative workers can pull down the positive spirit of other people. The
key to defusing such situations and turning these people around is found
by acknowledging that they’re upset without, at first, worrying about why
or whether their complaints are justified. Accept them as they are, justified
or not. If you deny them, whether because of logic or defensiveness, they’re
just going to get more upset and will avoid you. All people are like this—we
all get upset one way or another.