ok kmchamplin but you are making it too simple -

yes for example when a cashier calls me "a liar" or something similar i flip out as well but i have VERY specific things i say as a response so that i am flipping out AND getting results out of them

i can only encourage people to go back and listen to that episode i worked on it for many hours and it really is there to help get you the end result you are after no matter how much name calling they give you