I think you are 100% right on the money when it comes to the control of your response and attitude when in a confrontational situation. Our lives are what we make them, and we can choose to respond erratically and allow our emotions to drive our actions, or we can choose to respond with care to remedy the situation, or we can choose not to respond at all. I think each situation calls for a different solution, and that is where the art of interpersonal relationship skills and communication come into play. That was one of the reasons why I felt this particular article was so valuable - It gives us tools to think through the situation and decide on the path best suited for it. I wish that everyone could read it because I believe that a little courtesy and consciousness on our parts when we are dealing with other people would make everyone's day a little brighter. Never underestimate the power of a single smile and kind word to lighten someone's day - and thanks again for your response.