Yep. Being a good talker/ able to fake an empathetic ear is almost of more value than size and is up there with fighting ability. Had the size and ability to handle myself but being able to talk was where I made good $$$. Reputable bar owners move you up quicker because you're an asset, bar patrons seem to remember it when you "do them a favor" by talking them out instead of putting hands on them.
Drunk angry folks usually just want to be heard out by someone, especially when they know their wrong and wanna save face. .. Let em save face. I always approached palms facing (non threatening but hands are up in case they try me) and said "walk with me, talk with me" worked about 90% of the time when I did it. I'd get them to walk with me to the door, listen for a sec and send them on their way.
Hopefully you don't work with a bunch of scared cats, the spots I worked at we rarely responded to an issue in the building alone. Don't do that, don't be superman. Have back up before you approach an escalated situation, you don't want a bottle to the back of the head or to end up on the bottom of a pile because you wanted to be a badass.
-P-
