you see, a bit of context always helps a situation. from "earlier posts" it all seemed that we were talking about "grumpy staff"... if you're getting feichies asking for vodka at 7.45 on a sunday morning, then throwing punches, it's a tad different to being a bit miffy to someone who won't say please or thank you!.... I'd have given him the bottle....IN HIS FACE, *CUNT*, *BASH*, *FUCK YE*....and, calllm. me, I am all about manners, and I try to be a cool cucumber if someone's being a bit of a cock. but, if someone's having a go - I'd walk away (rightly so!)...get a manager in - they are paid more to take abuse (and should have been on an assertion training course or de0escalation). it's not worth it in the end. but, I thought we were talking about humphy people, not psychos.