needs to schedule two appointments. Sandra switches to English, and she and Angie begin looking for appointments. Angie is having a hard time understanding Sandra. Sandra tries to explain that she can't get Angie and her daughter appointments together until the end of the following week.

Angie is frustrated and says, "This is not going to work. Obviously, you don't want to help me, why don't you get someone on the phone who speaks English so I can get my checks."

Sandra says, "Well, I guess you should have planned ahead instead of waiting until the last minute."

Angie hangs up the phone and decides she will not ever go to this WIC clinic again.

Option #2 Questions:

1) What might Sandy and Angie be feeling? What things could Sandy do differently (if anything?)

2) Write a different response for Sandra to use after Angie asks to speak to someone else.

3) Share a time that someone was rude to you, and you used communication skills to handle the situation.