1. You are the customer
service rep for ABC Company. During an appointment,
one of your clients angrily explodes at you. To diffuse his anger, you
should:
Explode back
Tell him that what he is
saying is so important that you’d like to get a notebook and take down all
his concerns
Explain your
side of the story
Cry & show
him how much his anger hurts you
2. During a
staff meeting, one of your colleagues tells a joke about you to the rest of
the group. They all laugh, but you feel cut down and hurt. You should:
Laugh & pretend that it didn’t hurt
Tell a joke back on the person
Look directly at that person and say in a loud voice “Stop it!”
Get her alone & ask if she really feels that way about you
3. After working all day
long, then cooking & serving dinner, you ask dad and kids to help out by
cleaning the dishes. They promise to help, but night after night your
request goes unheeded. You feel angry and frustrated. You should:
Immediately start to nag more fiercely
Throw away all the dishes (except your own place setting) andlet them eat
off paper plates
Threaten to leave the family
Ground the kids and give your husband the “cold shoulder”
4. You are at work, you notice
the company “Wet-Blanket” coming toward you. She corners you and says,
“Things are sooooo bad around here! The moral stinks! All everyone does is
complain, complain, complain!” You should:
Say: “It’s not so bad, cheer up!”
Say: “You might be right. Why don’t you come up with some ideas and
proposals about what we can do about it.”
Say: “Well, things may be bad, but I’m going to have a great day anyway.”
Say: Oooooh. You poor thing. I feel so bad for you, tell me more about your
feelings and how I can help you.”
None of the above
Both b and c
5. You are giving a presentation
at work, one of your teammates turns and says,
“How could you say something so stupid! You are really full of S __ __ __!”
You should:
Say: “Congratulations! It takes most people months to reach that
Conclusion, you came to it in only 45 minutes!”
Say:
“I think it’s inappropriate to use profanity at work.”
Say:
“You’re really full of S __ __ __ too!”
Say: “Can you please re-phrase your feelings using an ‘I statement’?”
