During their lunch hour, Denise and Dominic are waiting in a line with the hope of getting tickets to a popular concert. As they near the ticket window, two young men crowd in line in front of them. Denise looks them in the eye and speaks to them in a calm, fi rm voice. She says, "Excuse in the eye and speaks to them in a calm, fi rm voice. She says, "Excuse in the eye and speaks to them in a calm, fime. We've been in line for a half hour, and now you've crowded in front of us. Please go to the back of the line and wait your turn." The two intruders exchange glances, turn, and go to the end of the line. Dominic is impressed with Denise's communication skills, as are the people behind them in line. Denise stood up for her rights and the rights of others without being defensive, pushy, critical, or judgmental. Did Denise and Dominic get concert tickets? Absolutely

Why was Denise successful in getting the two men to go to the back of the line?

What might have happened if she had been more confrontational?