A man returns a book three weeks late to a public library in Seattle. Listen for why it's late, what the fee is, and how the librarian solves the problem.
Step 1 of 6
Listen first
No text yet. Listen for who, where and what goes wrong.
- ReaderText hidden. Listen first.
- LibrarianText hidden. Listen first.
- ReaderText hidden. Listen first.
- LibrarianText hidden. Listen first.
- ReaderText hidden. Listen first.
- LibrarianText hidden. Listen first.
- ReaderText hidden. Listen first.
- LibrarianText hidden. Listen first.
- ReaderText hidden. Listen first.
- LibrarianText hidden. Listen first.
- ReaderText hidden. Listen first.
- LibrarianText hidden. Listen first.
Practice · 3 min
Record the reader's request: "That's fair. Is there any chance you could waive it this time?" Accept the problem first, then ask. Compare with the model and check that "Is there any chance" sounds hopeful, not demanding.
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Say it today
Use it once in a real conversation before tomorrow. Out loud counts, even to yourself.