Wirelock - I take you point and agree entirely that it is obviously not possible to explain everything that seems untoward.
The only point I am trying to make is that it is the responsibility of the commander to manage the aircraft, and that unfortunately involves people management in these kinds of situations. Some pilots are better at it than others. The easyJet captain I referred to earlier was pretty skilled at it.
If passengers get into a frenzy on the bus, well then that is their problem. But if these incidents spiral out of control on board, the person who carries the can is the captain. The views of some supposedly professional pilots here demonstrate that they are shirking part of their responsibility.