Its called deescalating a situation
Even the most obnoxious cons would respond to basic politeness. There were guards that delighted in being a-holes.
Another job I worked had me as the only white guy in a facility where a high percentage of the staff was Nation of Islam (crazy Louie’s bunch). We had some lively debates, but when it came down to it, they were just folks wanting to do right for their families, and stuck in a sucky place to do it.
I even had one stand up for me in a hearing where false racism charges were involved.