How can one remain capable of action, and how can one protect oneself and their employees in workplaces within social institutions, authorities, and offices where intimidation, threats, insults, and physical and sexual assaults occur repeatedly? The experienced author team presents effective strategies for communication and de-escalation. The authors describe typical conflict situations that can easily be transferred to one's own environment. They provide important, memorable information and explain practical strategies for appropriate behavior in typical situations with escalation potential using concrete examples. They suggest a shift in perspective, facilitate understanding of clients in just a few steps, and demonstrate that one can maintain an overview even in seemingly complex and overwhelming situations.