Pair up with another student. Take turns with one of you playing the role of the service manager and the other as the customer. The customer arrives at the service drive and tells his story as provided below.

Here is the conversation.

Customer: “I do not understand how this could have happened. I have done everything in the book to take care of this car. I have done all of the prescribed maintenance. I come in here regularly to report even the slightest symptoms. I have been a careful driver and never driven the car recklessly or beyond the speed limits—and now this. I was just driving down the freeway and all of a sudden ‘clunk, bang’ and the engine just stopped running.”

Service Manager: “Mr. Customer, I really feel bad about your situation. I understand your concerns. I am sure that there is no way that this is your fault. I can assure you that we will do everything in our power to get your car fixed and back to you as quickly as possible.”

You decide Part A: Pull up two chairs and act out the scenario while you are seated in the service manager’s office.

Part B: Re-enact the same scenario again, but this time while you are intentionally using nonverbal communications that go along with the following attitudes:

Customer—The customer is lying and has been out street racing the car every chance she gets. The engine actually started making noises two weeks ago but she was just too busy to waste her time coming in to have it checked out.

Service Manager—Although genuinely a trusting individual, the service manager is late for an important meeting with his boss and feels as though he does not really have time for this right now.

Note to both parties—Remember: use exactly the words provided here—the only changes should be in nonverbal communications.