Originally Posted by
injera
I'd like to hope most people are calm/reasonable enough as long as you're calm/reasonable in return. Once one person starts w/ hostility (no matter how justified it may be) it puts the other on the defense and makes for a tougher situation.
^ This. I always start the conversation politely when someone's in my seat. If it's an honest mistake we'll resolve it without tension. If they're poaching, maybe we can still resolve it without tension. Once the conversation turns hostile it's about as useful as two dogs barking at each other.