Probably the one thing that saves me in business, Kent, is my training in psychology. I taught me that it is so important in life to NOT go on the defensive. It never helps "win" a situation. The best thing is always to hear the other person out, take responsibility for your actions (this doesn't mean it's always your fault), and try to come to a resolution.
Remember, you can't fight with someone who isn't going to fight back. The old cliche -- you catch more flies with sugar than with vinegar -- really is true.