This example demonstrates the seemingly pervasive attitude that de-escalation is not a priority.

I've had a verbal confrontation with MTA workers twice, both times, a bus driver and a station booth worker, tried to provoke me to become violent with them, "you sound like you want to fight" "try to hit me then".
As soon as I explained that I'd rather file a grievance, then wait the 6 months for the hearing and actually show up, they changed their attitudes and tuned Trader Joe's cashier helpful-friendly.