The best lead FAs keep a handle on things regardless.You can diffuse sarcasm and hostility with wit and humor.Sometimes.Very often the passenger will get back to you an hour later and apologize.Thats the best way.If it doesnt work,then you have to take it the next level which might mean offloading or even physical restraint.
Moderation is key in the way FAs approach the job.Youre not teacher and the passengers arent students.Sometimes,a passenger will need to go to the head when the plane is taxiing or the signs are ON.Its rare but can happen.The world wont stop turning.
Weve all seen Anger Management
It works both ways.Both sides can be difficult or have a SOH failure.I empathize with both sides equally.Ever since 911,most US passengers sit quietly and button it tight.Doesnt necessarily mean theyre happy,they just dont want to get shot.