You tell residents, on a daily basis, “No, you can’t have your most basic needs met,” and it could be your grandmother, it could be your grandfather. At a certain point you also become violent, you can’t take the [Palestinian] residents’ 'chutzpah' (insolence), “How can you ask for something you can’t ask for?” And add to that the soldiers’ racism, not everyone is a "bleeding heart," I'm saying this in air quotes. [The soldiers] see that an IDF soldier who was in [A Palestinian's] house two years ago was killed by terrorists during an operational activity in the Gaza Strip, so they put two and two together – here’s the terrorist, I’m giving a permit to a terrorist. I had lots of stories around that, I remember there was one soldier who was just yelling at this resident who was fifty-something who just didn’t understand her because she didn’t speak a word of Arabic. We learn some kind of minimal level of Arabic and you get [that this is] a crazy situation – you’re not [on an] arrest mission, you’re not telling someone, “Jib al-hawiya, waqef” (give me your ID, stop), you’re actually at a reception window (see glossary). Imagine your clerk at the bank, or [an official from] a government office, started yelling at you over something you asked for, [it’s a] terrible situation and over something very very basic. You don’t even go to the bank for your most basic need, which is your freedom of movement, you go to the reception window because you have to, not [because you] want to, and then you encounter a situation where you're like slapped in the face, [and] she’s telling him: “How do you not understand? Shut up!"