Healthy leaders understand that when people show up filled with questions, even if the questions are delivered with some anger, they need to receive them.
If there is an attacking manner in the approach of the person it provides a character development teaching moment.
It will help the leader to respond properly to begin by giving thanks that a person feel strongly about something. One of my pastoral mentors, Ron Barker, has often said, “It is easier to tame the demoniac than to raise the dead!”
Strong emotion may not always be justified but it does indicate passion and life and perhaps even a deep desire for the organization to be effective.
Let your first response be to listen by asking a non-defensive question to make sure you are clear on the concern or issue.