

You asked how to defuse the tension, I’m telling you how to defuse the tension. If that’s not what you want to do then I can’t help you.
EDIT: That was kinda glib on my part so I’ll expand some more.
If my coworker gives in to every entitled relative who yells at her and treats her this way, either my coworker will resign or take leave due to depression, a coworker who was simply doing her job to the best of her abilities managing the 20 something operations that had to be readied for Monday next week. And she gets abused for that? And you condone the karen? This part of your post seems very tone deaf. My coworker didn’t even do her pause. It is her the one who deserves empathy, respect and my support, not the karen.
What you’re asking me to do right now is acknowledge the legitimacy of your grievance. And I do, of course. Nobody deserves to be abused.
The goal here is to make the abuse stop happening, though, right? So the best course of action is the course of action that stops it. If you discount the possibility that she can behave reasonably, there’s no possibility of talking her down from her current state of aggression. Essentially, you both want the same thing: not to feel upset, not to feel hurt. If you can make her stop feeling that, she will stop causing you to feel that. It’s not fair but you didn’t ask for fairness. You asked for how you can produce results.
She has framed this as her on one side versus you (you being a proxy for the hospital) on the other. Option A is you accept her framing and remain in conflict and both of you continue to cause each other pain, option B is you influence her to change her framing into one side being both you and her and the other side being the situation. If you succeed at option B, both of you stop causing each other pain. So you acknowledge the legitimacy of her grievance. Her father was supposed to get an operation that day and he didn’t. Nobody deserves to have their medical treatment withheld, even temporarily, even if it was an elective procedure.






It’s more about companies getting people killed, less about companies doing a bad job at making video games.