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Experts: 'De-escalation' Training Crucial Not Only for Police

A homeless man spending a hot afternoon at the public library grows angry and belligerent. A librarian feels threatened and calls the cops. They'll arrive in 10 minutes. But what should be done in the meantime? And when police arrive, how do they defuse a potentially violent situation without going overboard? Ray Hassett, a retired 25-year New Haven, Connecticut, police veteran, has trained both police and librarians on how to deal with these kinds of situations. His advice to...

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