The article emphasizes on the need for enforcement of service rules or ESR. As part of ESR, the flight staff are being trained in communication skills that train them in staying calm during heated exchanges between passengers or when such passengers exhibit air rage. Similarly, there is often friction between passengers and the cabin crew due to the strict safety policies on board, which be too restrictive for some. However, the flight attendants would have to ensure safety measures are in place, for the sake of the passengers.