-The first rule of de-escalation is to not escalate.

-A question usually works better than a command.

-If you don’t want someone to be offended, try not to be offensive.

-You might be right, but you can be right and handle the situation better at the same time.

-Respond when you have a message that honors both you and the other person.

-In attempting to intimidate someone, you’re showing that you’re insecure.

-Don’t praise yourself. If you’ve done something worthy of praise, someone will praise you.