Final answer:
When dealing with aggression, it is necessary to calm the individual by using a composed approach, active listening, and non-threatening body language to de-escalate the situation and ensure everyone's safety.
Step-by-step explanation:
In the defensive reaction level of aggression, it may be necessary to calm a patron that is displaying verbal aggression. When faced with someone showing signs of verbal aggression, a measured and composed approach is crucial. This involves speaking in a soft tone, using active listening, and maintaining a non-threatening body posture to de-escalate the situation. Important strategies may also include redirecting the conversation, setting clear boundaries, and, if the situation does not improve, involving authorities or security personnel. It's essential to ensure the safety and well-being of all individuals involved, including the person displaying aggression.