[seabird]

I have a book, probably out of print, but you could find a used copy. It's called "The Gentle Art of Verbal Self-Defense," and it contains a lot of good techniques for dealing with the kind of bullies you describe. One of my favorites involves asking a question that the person can't respond to very easily without looking like an idiot. If someone asks an inappropriate or intrusive question, the answer is "Why do you ask?" If someone is picking a pointless fight, calmly ask, "Why are you so emotionally invested in this issue?" And nothing tames a loud and dumb bully like your guy near the end of the line more than pity. You have to manage a very sincere "Ah, poor guy - you must have had a *really* bad day!" but make sure your voice does not contain even the barest hint of sarcasm. It takes them aback and shuts them up every time.