The following script fictionalizes a conversation between a front desk clerk, a guest, and a housekeeper. Several students should act the roles; the remaining students should observe and analyze the communications. Betty Kaye: Good morning, Mr. Jenkins, did you have a restful night at The Times Hotel? Mr. Jenkins: Well, thanks for asking, but your place has problems. Betty Kaye: You don't say! Not many people tell us that. Like what? Mr. Jenkins: Like what! Have you ever had a window that wouldn't close and keep the rain out? Or a faucet in the sink that wouldn't stop dripping? And those towels were grimy! Betty Kaye: Look who's hereBertha Mae, the housekeeper from your floor. Bertha Mae, tell this man how professional we are. Like last quarter we won an award or something from the home office. Bertha Mae: Sir, good day to you. Did you have some problems last night? We at The Times Hotel pride ourselves in providing clean rooms. Wasn't your room clean? Mr. Jenkins: Yes, my room was clean, other than the grimy-looking towels. But it didn't work right! Betty Kaye: We have to get the maintenance people here to get things straightened out for your next visit. Hope you will be back the next time. Mr. Jenkins: Next time I will stay at your competitor's property where their advertising says "We hear our guests."