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QUESTION

After the clip, Group A will role play the effective customer's service basics in the workplace (judged by Group B).

 After the clip, Group A will role play the effective customer's service basics in the workplace (judged by Group B). And Group B will also role play the positive courtesy rules will be judged by Group A.

Creating Goodwill: YOU - ATTITUDE

What is you-attitude ? How can I create you-attitude beyondthe sentence level ?

In-Class Exercise: Divide the class into two groups: One group will represent the managers while the other will represent employees. The common task between groups will  be to plan a daycare facility at the company. For 10 minutes, both groups brainstorm answers to the following questions, based on what they managers and employees might think: How will the daycare be funded ? What is a fair cost ? Who will be eligible to participate ? Will there be a limit to the number of children that can be enrolled ? Who will decide and how? What hours will the daycare be open ? Will people be allowed to visit their children during the workday? What are liability issues ? Compare and contrast the answers, giving a few minutes for both sides to discuss any differences in the answers.

Positive emphasis: 

How can you create positive emphasis ?

Each group role play a situation in which positive emphasis my backfire and strategies to meet the audience's need.

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