Diffusing tension, how to turn the anger dial down a notch

Have you ever been stuck in a situation where a conversionat turns tense, and the person you're talking to just keeps getting angreir, 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.