hi mandymoo, have i made it sound all complicated - eek! it is just as i have described, every time i get a bossy/whiny/stroppy order, i rephrase the question back to ds in more acceptable language, e.g.
get me a snack = mummy, please may i have a snack
read me a story = mummy, please will you read me a story
don't do that = i don't like that mummy, please stop doing that (stroking his hair, which i love to do but he hates!)
move = please excuse me
it really is that simple.
please doesn't count if it is just tagged on to a bossy/stroppy request
e.g. get me a drink! please! said in a rude way doesn't cut it.
just getting him to rephrase things makes such a difference to how he comes across, hence the reaction from me is better and it's just easier to deal with all round even if you have to say no - obviously a politely phrased request for crisps/chocs/presents won't get him what he wants, but then you're into "picking your battles" territory.
i think of it as giving him the verbal toolkit he needs to survive. works with feelings too if he hits - e.g. you don't have to hit, you can explain that you are cross, "mummy, i am cross because..."
hth.