I agree that working to deescalate a situation is almost always better than pushing it. It often helps to 'walk in the other persons shoes' for a moment to help understand what may be causing the problem and how to approach it. Granted that most of us are not in the business of being a psychiatrist, but being able to 'read' someone can sometimes literally mean the difference between life and death.
I agree ...... but sometimes .....sometimes .....a bully needs to be corrected. All though it's rare sometimes they need to be and if you are capable maybe you should. Of course that was before the OSDA and people weren't carrying often