The document discusses aggression, providing definitions and discussing when it may be appropriate or undesirable. It notes some common triggers for aggression including anger, anxiety, abuse, depression, fear, frustration and more. The document also outlines six levels of a crisis: 1) anxiety, 2) high tension, 3) loss of control, 4) recovery, 5) learning, 6) observation and discussion. It provides examples of body language and behaviors associated with each level of crisis. Finally, it discusses how to de-escalate conflicts by maintaining distance, using a calm voice and avoiding argumentative stances.