When a call goes wrong, it is usually because you have not planned it properly or you have been called unexpectedly!

In the first case ask yourself the following questions:

1.Did I do my research about my contact and their company?

2.Did you have a “valid listening reason” for the call?

3. If you were the other person in their shoes how would you have reacted?

4.Did you make sure you were in the right mindset before the call so you believed it would go well?

My recommendation would be if you can not answer these questions beforehand do not “pass go” and make the call!  In the other case when someone calls you and is badgering you for answers or explanations, politely say it is not a good time and you will find out or think about the best way forward and call them back. In that way you can plan your call and get  the outcomes that you want!