While that may be so there are two things to note:
1. The ground staff (Bald guy) could have not replied to the passenger with equal aggression. He could have said, "I understand Sir, we are handling it… " and just ignored him.
2. The captain of the plane took a very nonchalant approach to what could be an esscalating situation. He should have been in between the two of them with speed and not just there casually as a spectator.
The professionalism is always on the part of the airline and staff not the passengers even if in the wrong or we saying that all gloves come off when a passenger is not as compliant as an airline will like.