Situation one |
Your partner's boss has shouted at your partner and she/he has had a rotten day at work. |
Response |
a) Listen, especially for feelings, and then show her/him a way to solve the problem |
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b) Just listen for as long as it takes |
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c) Advise her/him how to solve the problem |
Situation two |
A resident of your house is trying to assemble some pack flat furniture and is having trouble. |
Response |
a) Put it together for him or her |
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b) Ask the person if he/she needs any help |
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c) Stay there and be encouraging, offer help if asked |
Situation three |
You visit someone who complains that your organisation is treating her unfairly. |
Response. |
a) Say she should write to the Manager involved as that person can solve the problem |
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b) Listen to her complaint and say you understand how she feels. |
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c) Listen to her complaint, show you understand and take it up with the manager yourself. |
Situation four |
An elderly person is attempting to cross a busy road while carrying a heavy and awkward parcel |
Response. |
a) Stop the traffic, take the parcel and walk him/her across the road |
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b) Ask the person if he or she is all right and offer help if asked for it |
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c) Ask the person if she or he would like you to stop the traffic and/or carry the parcel |
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d) Ask the person how they feel about having to cross a busy road with a heavy parcel |
Situation five |
Your child is very distressed because of persistent bullying at school |
Response |
a) Listen with understanding and try to help your child solve the problem |
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b) Go and see the head teacher, explain what is happening and find out what the school is going to do stop the problem. |
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c) Talk to other parents to find out the extent of the bullying and plan how to deal with it together. |
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d) Find out what schools that have very little or no bullying do. |
Situation six |
You are teaching an evening class in your favourite hobby. One of your students is obviously having difficulties learning the subject. |
Response |
a) Go over the ground again with him again |
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b) Encourage him by praising the things he does get right |
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c) Say you have noticed he is having some difficulties. Ask him for his ideas about what they are and how you could help. |