As you think about workplace violence and confrontations and harassment and about verbal abuse in the workplace, see the whole picture. 2020 saw the largest percentage increase in the murder rate since the beginning of record-keeping on this. 2021 has had more murders year-to-date than 2020. But the biggest part of the bell-shaped curve of the distribution of this problem is filled with non-fatal things. There is fear, anxiety and trauma. De-escalation training must cover the whole spectrum. Some things will start on the left of the chart and proceed towards the right. Some will just come in already in the extreme state. Be prepared.