Originally Posted by
goalie
the millisecond anyone starts flouting rules (whether they have the right rule or not or they are interpreting the rule correctly or not), the employee (or person being told what the rules are) IS going to get defensive. it's a natural reaction folks, and the key is to look at the situation with calm so it does not escalate. this situation escalated when it didn't and shouldn't have had to.
I wholeheartedly agree with your two hockey pucks. ^