The devastation of crisis and violence -- The growth of crisis negotiation -- Traditional approaches to crisis negotiation -- The S.A.F.E. model : negotiating substantive demands -- Negotiating attunement and face frames in crisis incidents -- Negotiating emotional distress frames -- The Alpha Incident : to pay for one's sins -- The Bravo Incident : the end of the line -- The Charlie Incident : a Russian agent -- The Delta Incident : a deadline to detonate -- Extending the S.A.F.E. model : where do we go from here? -- Appendix A: The S.A.F.E. model : underlying assumptions and theoretical foundations -- Appendix B: Testing the S.A.F.E. model : a discourse analytic approach.