On a Wednesday at approximately 2000 hours, I witnessed a superb level of nursing by Ben. My next-door neighbor is in a very difficult mental state. Every day I listen to him throw trays, bang on walls, and escalating. Ben was in my room when they threw food out their door. Ben politely asked to be excused to help my neighbor.

Ben’s actions are textbook examples of de-escalation tactics; he puts theory into practice. He didn’t yell; instead, he engaged in respectful and direct dialogue, giving my neighbor no reason to react. Ben addressed the issues in a way that made my neighbor feel unthreatened. It was not about Ben; it was about the mission. After Ben left, my neighbor wasn’t as boisterous.