Understand and strategize a specific response continuum for each event. This should look a lot like a “decision tree” that approaches various scenarios with the mindset of “if they do that, we do this”. Remember that aggression breeds aggression and that in an emotionally charged environment the slightest perception of elevated response can trigger unintended consequences. Don’t let yourself or your staff be the ones who escalate tensions. Select staff who grasp the importance of calm and measure response. A rehearsed response plan helps to ingrain instinctive conduct rather than actions developed in the heat of the moment.