Joe, a project manager, calls your extension because his computer just crashed. He lets you know that his computer will not connect to the internet, that he has lost multiple files, and he needs to get things back up and running in the next hour due to an important meeting he is scheduled to host. He is irritated because he is working on an older laptop and is getting a new one next week. He says that he knew this would happen and wishes that this laptop worked for just one more week. He is agitated and in a panic. He is afraid that he has lost all his important documents and is blaming the company’s technology. As you ask him questions to find out more about the problem, you make the rookie mistake of asking, “Have you tried restarting your computer?” Joe explodes in a rage and screams that he already told you that he did and that you are not listening to him. You are now in a situation where you not only need to determine the cause of the problem and fix it, but you also need to calm this individual down so that you can get clearer and more accurate information. What do you do?