Responding promptly and appropriately to tense situations reduces the likelihood of them escalating into conflict. It is essential to react attentively and sensitively , listen to what the person is expressing and wants, and reduce their feelings of helplessness. In some cases, it may also be necessary to take measures for the safety of others, such as asking them to move to another available space or to maintain a certain distance.

The World Health Organization's (WHO) QualityRights guidelines outline the elements of an appropriate response:

• Ask the person who appears upset how they would like to be helped, what can help them feel better and calmer.
• Treat her in an empathetic and respectful manner , listening to her wishes and concerns, taking into account her life story and past experience (especially traumatic events) and trying to understand her feelings.
• Show understanding , patience and tranquility, remaining calm.
• Give them space and time to manage their discomfort and tension.
• Seek non-violent solutions .