We're lucky in aviation.
Employees in most industries that deal with Bulk Public have to listen to endless abusive complaints, threats of violence and tantrums from a minority of members of the public and smile sweetly while they are verbally and sometimes physically abused.
Modern business practice calls it 'customer service skills'.
Apparently it's unacceptable for staff to call
wits. A bit un PC, because it's not their fault they're
wits. As children they were once denied a second helping of icecream, so they're irretrievably scarred for life and we all need to Understand them.
Meanwhile all the decent people in the queue fidget nervously and hope they won't have to either 1. wait too long or 2. cop a spray from the 'disadvantaged' bullying brat.
In aviation, when some douchebag fronts up full of self entitlement, rum and bad manners and starts throwing their weight around making threats, we're allowed to punt them off to the AFP as a security threat. Are they a security threat? Probably not, but let's cherish the oportunity.
Are they a selfish, bullying bastard who shouldn't be let loose in public, let alone on an aircraft where the crew can't just throw them out the door when they turn feral midflight (more's the pity
Machiavelli: whatever works.