"A kind word turns away anger." Like water on a fire. Challeges however, have the opposite effect.
If they honestly apologize.
It makes me feel better when someone shows that they aren't happy that I'm angry. I appreciate when someone wants to find out what's wrong and to understand it. Even if they don't think I'm justified in being angry, it's more important that they care. If they agree that they've messed up, a genuine apology can work wonders.<br />
And in the best possible scenario, they will be able to at least try to fix whatever they did.
An honest apology is all that's really needed in my book.
Rarely, but yes. If they truly feel bad for whatever offense they have committed, and make amends. usually my anger isn't because of something that happens to me though, but for how they treat others.