Have you ever been stuck in a situation where a conversation turns tense, and the person you're talking to just keeps getting angrier, or more passionate?
Or strangers have reacted quickly, and badly, and suddenly something small becomes a big deal?
Lance Burdett is a former hostage negotiator, turned de-escalation expert at WARN international and an expert on keeping calm.
Lance Burdett, WARN International Photo: SUPPLIED
