Organizational Behavior: Human Behavior at Work 14th Edition by John Newstrom

تمرين 5

The Angry Airline Passenger
Margie James was night supervisor for an airline in Denver. Her office was immediately behind the ticket counter, and occasionally she was called upon to deal with passengers who had unusual problems that employees could not solve. One evening about 11 P.M., she was asked to deal with an angry passenger who approached her with the comment, "Your incompetent employees have lost my bag again, and your !X?#*!! baggage attendant isn't helping me at all. I want some service. Is everybody incompetent around here? I have an important speech in that bag that I have to deliver at 9 o'clock in the morning, and if I don't get it, I'll sue this airline for sure."
How should James respond to the passenger? Would stroking help her? Would assertiveness training help?