Why Verbal De-Escalation and Personal Safety Matter at Work In most workplace incidents, violence is not the first failure. Judgement is. In Singapore over the past few years, we have seen a steady stream of incidents involving front-line staff, security officers, service workers, and educators being shouted at, threatened, shoved, or assaulted: SMRT staff assaulted during fare disputes. NEA officers abused during enforcement. Security guards injured while trying to calm into