Chapter One outlines an inappropriate attempt to resolve a situation of escalating violence; resolution of the situation is described in Chapter 11. The remaining nine chapters discuss: (1) the extent of violence in the workplace and its financial cost; (2) explanations of violence, possible reasons for the particular forms it takes and problems of predicting violence; (3) key verbal and non-verbal skills needed to communicate in crisis situations; (4) principles of evasive self defense and the controversial issue of restraint; (5) the "SECURE" approach and strategies to prevent or defuse a situation of aggression or violence against workers; (6) the personal and social costs to workers of being victims of aggression and violence; (7) dealing with depression in workers exposed to violence; (8) violence prevention and post-trauma support facilities for employees; and (9) organizational support for employees, training and employee assistance programs. Figures, resources, bibliography