What is the recommended approach for an instructor to handle a conflict where a student complains angrily about their lack of progress?

1. Shout back louder and threaten to withhold exam registration
2. Immediately refund all money and ban the student from driving in Switzerland
3. Blame the motor vehicle registry and tell the student the system is corrupt
4. Stay calm, use active listening, review the student's objective competency training card (Ausbildungskarte) together to highlight tangible achievements and remaining deficits, and agree on clear goals for the next lessons