| Situations | Vocabulary Phrase |
|---|---|
| An angry customer was shouting at the Guest Services Desk. When the customer left, he was speaking in a normal voice and thanked Paul. | Handle a complaint effectively |
| Raja told the customer that he would also be frustrated if the elevator wasn’t working. | Sympathize with customers |
| Sima had a conversation with Raja about next week’s schedule. Later, she sent Raja an email with the list of shifts he requested. She asked Raja to read the information and tell her if it was correct. | Confirm your understanding |
| Susan arrived late to a management meeting. She didn’t want to interrupt the speaker, so she waited until the end of the meeting to say sorry for being late. | Apologize for inconvenience |