Find a telephone partner for role playing. One person will be the caller and the other will be the administrative assistant answering the telephone. In the first role-playing activity, the...

Find a telephone partner for role playing. One person will be the caller and the other will be the administrative assistant answering the telephone. In the first role-playing activity, the administrative assistant will be pleasant when the caller requests an appointment. In the second role-playing activity, the administrative assistant will be rude and bored. Notice how the rude administrative assistant causes the caller to become angry and upset. After the two role-playing activities, reverse the caller and administrative assistant roles and role play the calls again.