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Which reminds me... at a business class long ago, I was a participantin the 'reflection' method of dealing with an awkward client.
The rules went something like this
1) Listen.
2) reply by restating in different words the gist of the client's
sentiment as a question:
"So you think the company is in fact staffed by imbeciles,
when they won't pick up the phone?"
3) Attempt to reasonably mirror the client's posture and mannerisms
without obviously mimicking the behavior.
Several participants also took a turn at this mode.
The client's summary of the interaction invariably added how
intelligent the respondent seemed.