How do you manage confrontations with patients?

As an alcohol and drug counselor, you may encounter confrontations daily from your clients. Clients can get angry about diagnosis, what is discussed during sessions or even by way of out of the blue mood swings as they are trying to recover. How do you manage and deal with these types of confrontations? Perhaps you enlist the help of a co-worker. Maybe you have a step by step list of instructions you follow. Whatever it is, give a brief overview, with an example if possible.