You have just made an informational presentation to a group of enrollees in your new

benefits program. You represent the insurance company and will only be at this

location for two days. One of the enrollees approaches you and starts to critique your

presentation. You aren`t sure how to react. As you are formulating a response, he

starts to cry. Describe what you think might have triggered his initial critical

reaction. Why do you think he started to cry? Describe how you would handle this

situation.