The Civility Solution: What to Do When People Are Rude

Many of us find ourselves confronted with rudeness every day and don't know how to respond. From the intrusive cell-phone user who holds loud conversations in public to the hostile highway driver who cuts one off with a quick swerve of his car, politeness seems to be on a downward spiral, surprising us at every turn.

P.M. Forni, the author of Choosing Civility, has the answer. He k...