Virginia Tech had a manual too...

In response to Steve Head's talk about a campus violence manual, I would like to point out that Virginia Tech has just such a manual too.
Here is an exerpt:

Crisis Management

When confronted with an angry person:
During an event, use the flowing steps as means to attempt to diffuse the situation.
* Put departmental plan into action.
* Try to stay calm. Raising your own voice may increase the anxiety of the potentially violent person.
* Speak slowly, softly, and clearly to reduce the momentum of the situation.
* Ask the belligerent person to leave and come back at a time when they feel more calm.
* Move away from any objects, such as scissors or heavy objects, which may be employed as a weapon.
* Avoid challenging body language such as placing your hands on your hips, moving toward the person, or staring directly at them. Remain seated and do not turn your back on the individual.
* Position yourself, if possible, so that an exit route is readily accessible.
* Listen empathetically by really paying attention to what the person is saying. Let the person know that you will help them within your ability to do so or you will send for additional help.
* Remain helpful while you summon your supervisor for assistance. Sometimes, the opportunity to talk to a supervisor will help satisfy an irritated client.
* Neither agree with distorted statements nor attempt to argue - REMAIN CALM. Avoid defensive statements. This is not the time to place blame back on the enraged person.
* Ask questions to help regain control of the conversation.
* Ask uninvolved parties to leave the area if this can be done safely. Use the prearranged code word to alert your coworker to call University Police.
* Never challenge, try to bargain, or make promises that you cannot keep.
* Describe the consequences of any violent behavior.
* Do not physically touch an outraged person, or try to force them to leave.
* Calmly ask the person to place any weapons in a neutral location while you continue to talk to them.
* Never attempt to disarm or accept a weapon from the person in question. Weapon retrieval is only to be done by a University Police Officer.
* Observe Who, What, Where, When for reporting purposes

Steps to take in violent situations:
• Recognize the reality of what is happening, remembering that it may seem unreal because it is so far removed from your normal experience.
• Remain calm and proceed in a logical, rational manner.
• Take shelter, assisting others if necessary and possible.
• Assess the situation in terms of the degree of threat, injury, or damage.
• Summon help as appropriate using the following guidelines.

Yeah, I can see how well those worked....