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If you are proactive in this situation and practicing active listening, you will identify the emotions and ask some questions in order to find out her real need or issue. For $$example$,$ you might say, $$Ms$.$ Molina, you seem very upset, is anything wrong?$$ She might respond, $$Yes$.$ I need to graduate this semester so that I can help support my family. But I cannot stay in Mr$.$ Broward$$s class. He is $...$ he is always leering at me and making lewd remarks. And, in a previous class, he would regularly massage my shoulders and that of other girls during class.$$

$1.$ Were you practicing good service skills in this situation? Explain.

$2.$ Is the student$$s request to transfer reasonable even though the add$/$drop period has passed? Explain.

$3.$ Would you allow the student $($customer$)$ to transfer to another class? Why or why not?

$4.$ As an employee of the college, do you have any further responsibilities? Explain.

See possible responses at the end of the chapter.