Who are all these young girls running around here doing

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Reference no: EM133410663

Question: The following are some opening sentences said by angry clients. It is up to you to develop the exchange, including more information regarding what the client is angry about and the responses of the worker. You do not have to use the disarming steps in any particular order. See if you can add some active listening and open questions as you go along. See if you can put yourself in the clients' shoes and empathize with their feelings.

1. CLIENT (talking loudly, and banging his fist on the desk): I have a beef to pick with you! You tell me I'm a mental case and then give me medicine that makes me feel like a nut case. Now answer as the WORKER.

2. CLIENT (barging past the receptionist to the worker's office, obviously angry): My kids and I are hungry! Know what that means-to be hungry? We're hungry and you . . . Now answer as the WORKER.

3. CLIENT (looking at the worker cynically): So you say the agency is understaffed. Really? Understaffed? Who are all these young girls running around here doing nothing? Is it too much to ask that I get an appointment without waiting 4 weeks?

Reference no: EM133410663

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