Telling an angry or upset person to keep calm has worked approximately zero percent of the time.
A line that actually works for me is, “I need you to speak clearly long enough to let me know what’s going on.” It’s amazing how many people are willing to let go of their rage if they think someone is actually going to listen to them….
Sometimes the rage comes back. Sometimes not.
At least I have information to work with.
Have a visual pun to deflate your rage, oh student.