Dixie, great post and a common are of conversation for many instructors. There are never any winners when you get into a confrontation with a student. You as the instructor tend to look like you are not caring and just there to take advantage of your title of instructor while students can shut down completely for the remainder of your time with them. Best practice is to remember that students rarely lash out with no reason and as professionals our focus is to get to the root cause of any issues and confrontational situations. Control the moment and do not let the moment control you. James Jackson