Starting the healing process

Problems, like wounds can fester. Frequently everyone involved with an issue quickly takes a 'defensive' posture, the wound abbesses, and then explodes. (Anyone with a cat that gets in fights has seen this). After the explosion, frequently, someone new comes in to clean up the mess. Early in my career, I had to take on the clean-up role. I found that the best way to sooth feelings and diffuse tension  was with this line: "I understand you are upset with this situation, but I can't fix what happened, all I can do is change things going forward." One you say this you better follow through, because it is just a start. 

Problem Solved: A new beginning.