I have learned that I can't change others but I can change how I react to others. I have found one of the best ways to shock someone speachless who is being rude and so on is to do the unexpected. When people pick a fight by being rude they expect a fight back they don't expect someone to smile and say "Thank you have a nice day" and walk away finding something else to do. They look at me totally puzzled thinking "What just happened? I just yelled at her and she is telling me THANK YOU? and wished me a nice day on top of it?" They end up thinking about their own behavior while I manage to leave their behavior behind.