Question: dentify the assertiveness skill being used. (10 marks) Sam bought a new pair of dress shoes. The heel fell off the first time s/he wore

dentify the assertiveness skill being used. (10 marks)

Sam bought a new pair of dress shoes. The heel fell off the first time s/he wore them, and s/he wants his/her money back.

CLERK: Could I help you today.

SAM: (1) Perhaps, but I'd rather talk to the manager. 1. Workable CompromiseFoggingNegative AssertionBroken RecordSelf-disclosureNegative Inquiry

CLERK: She's busy at the moment. Is something wrong?

SAM: (2) I'm sure she is busy, but (3) I'd still like to speak with her.

2. Workable CompromiseFoggingNegative AssertionBroken RecordSelf-disclosureNegative Inquiry 3. Workable CompromiseFoggingNegative AssertionBroken RecordSelf-disclosureNegative Inquiry

CLERK: Just a moment. (Goes into office and returns a few moments later.) She is verybusy at this time. She may not be free for awhile.

SAM: I would still like to talk to her. (4) If she can't see me now, I would like to know when I could see her, or her supervisor? 4. Workable CompromiseFoggingNegative AssertionBroken RecordSelf-disclosureNegative Inquiry

The clerk goes into the office, and returns a few moments later followed by the manager.

MANAGER: (Smiling) What can I do for you?

SAM: (5) I'm disappointed with these shoes that I bought last week. I wore them once and the heel fell off. I would like a refund.

5. Workable CompromiseFoggingNegative AssertionBroken RecordSelf-disclosureNegative Inquiry

MANAGER: Well, we will have them repaired for you free of charge.

SAM: I'm sure you would, but I don't want them repaired. I want a refund.

MANAGER: It's not our policy to refund damaged goods.

SAM: That may be, but I want a refund.

MANAGER: (Accusingly) Were you dancing in these shoes ?

SAM: I don't understand. (6) What is it about dancing that is bad for these shoes ? 6. Workable CompromiseFoggingNegative AssertionBroken RecordSelf-disclosureNegative Inquiry

MANAGER: Well, some people mistreat shoes when they are dancing.

SAM:(7) I'm sure that's true, but (8) are these shoes so poorly made that they shouldn't be danced in?

7. Workable CompromiseFoggingNegative AssertionBroken RecordSelf-disclosureNegative Inquiry 8.Workable CompromiseFoggingNegative AssertionBroken RecordSelf-disclosureNegative Inquiry

MANAGER: No, you should be able to dance in them.

SAM: Then these shoes are defective, and (9) I am leery of defective merchandise. I'd like a refund. 9. Workable CompromiseFoggingNegative AssertionBroken RecordSelf-disclosureNegative Inquiry

MANAGER:(Sarcastically) You certainly are persistent!

SAM: (10) Yes, I am very persistent, in fact I've even been called stubborn. Could Iplease have a refund?

10. Workable CompromiseFoggingNegative AssertionBroken RecordSelf-disclosureNegative Inquiry

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