some people have developed into an art form putting the boot in, politely, twisting the knife while smiling. the professional bully is wholly committed to kicking people to see who squeaks. disassociation & denial were invented for just these moments. to just watch and maintain cool is extremely difficult, but it has its benefits. some stock phrases can help. thanks for letting me know that. I'll carefully consider your comments. certainly! It'll be on your desk as soon as poss and WHO DO YOU THINK YOU ARE YOU ARROGANT PRICK! HOW DARE YOU TREAT US LIKE THIS?!! last one is most effective when shouted into a lake, by a lonely shore, with no one listening....
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