De-escalation is a strategy for preventing potential violence. It involves using actions, verbal communication, and body language to calm a situation that feels like it might become volatile or dangers.
How can I de-escalate a situation when someone is angry or agitated? A list of strategies and resources from New South Wales Health.
13 De-escalation Techniques for Customer Service Professionals from Indeed.com
57 Phrases to De-escalate Any Angry Customer by Myra Golden
The 5 D's of Bystander Intervention, by righttobe.org
