Loves2Lurk

So, I am a relatively newer ED nurse, started in Feb 2010. I generally don't have problems when psych pts or older pts with demetia are mean and hateful because, obviously, they have issues. But yesterday, an older man (who was totally alert and oriented) was not satisfied with his care (I wasn't even his nurse, I answered his call light) called me a "fat ***** and when I stood there stunned he said "Yeah you, the ugly one". Why do people think that when they walk through the doors of the ED, all of the rules of general society and common decency, morals, manners, etc go flying out the window? I mean, it really hurt my feelings and I don't know how to grow that thick skin to make it possible to deal with these people. I am embarrassed to say I shed a few tears (I have had 2 babies in the past 3 years and my body image sucks right now). It also just irks me that afterwards the man just gets coddled by the charge nurse to make HIM feel better. So, my question is, how do you all deal?