Interpersonal Communication at Work

It’s all in how we say it

As Marion approaches the service desk to check the status of an important delivery from an international supplier, she comes face-to-face with Bill behind the counter. He greets her with a distinctly unfriendly look. Ignoring his facial expression, Marion asks pleasantly if her package has arrived. Bill replies sarcastically “What do you think—I’m a mind reader? If you don’t have the tracking number, there’s no way in hell I can find your package. Do you have any idea how many hundreds of deliveries come through here each day?  I suggest you read the policy and come back when you find the tracking number!”

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