‘well educated’ woman screams conductor metro north train rado i think harsh passenger know started i mean appears true various peoples accounts passenger loud using bad words cell phone conversation situation escalates depend addressed conductor start disrespectful start easily escalate situation video conductors behavior does inspire confidence regard conductors words polite tone body language disrespectful passenger example entire altercation passenger trying engage conductor discussion conductor did make eye contact single time definite personal affront culture time polite words mean respect example police officer step sir tone unnecessarily diminishes driver drivers wife children airport guard scanner say drift conductors later actions belie seemingly professional behavior announced speaker harvard yale people summing thoughts i think 1 passenger vilified fun deserves little extent i reading hearing 2 conductor polite ostensibly polite ultimately professional deals kinds people everyday i think conductors failure managed situation let escalate