Using civility as a tactic
"Tactical civility" is a phrase coined by Dr. George Thompson that explains that civility is, in fact, a tactic for controlling difficult people. I always stress the fact that, “You have to be nice, until it's time not to be nice. . .and then you have to be nice again." How you approach an incident, how you deal with it and how you follow up afterwards can make or break the justification for your response.
Full video is available from TiTraining