I think one of the problems is that even when he's trying to be sympathetic, he can come across a bit aggressive. For example, instead of just calmly apologising, he was saying "Look. Look, look at my eye! Look at my eye! LOOK!" in a kind of defensive/aggressive type tone whilst being very close to someone's face. He can't seem to be non-confrontational, it's just his tone of voice and demeanour I guess.