There was just a lady who seemed to lose her patience with me and ended up being rude.
I am sorry you had to experience a rude customer! What did she do that was rude?
Jacques tries the "questioning" technique so that Robyn can elaborate. At the same time, he is aware of how hard it must be for her to talk about the struggles she has been having.
Well I was struggling with my English a little bit and really missing my family so I guess I was a little distracted and when I was trying to help the lady she cut me off and asked for the manager.
Jacques usually has a bad habit of psuedo-listening that he knows he must stop. While Robyn is explaining what has her upset, Jacques is sure to demonstrate active listening by maintaining eye contact, sitting up straight and in Robyn's direction, showing sympathetic facial expressions, and actually listening to what she has to say.
It must be so hard being away from your family while trying to work full-time and learning a new language! If you need help with learning English or someone to talk to when things get hard I am here for you!
Jacques realizes that he has not been in a situation like Robyn's, so it may be hard for him to fully understand. He decides to try to get more information so that he is able to empathize more with Robyn. Once again, Jacques tries the "questioning" technique to get more details.
You're welcome Robyn!
Thank you Jacques, that is very nice of you!
As Robyn starts to share more with Jacques about what happened at work, Jacques sees her start to relax a little bit and become more comfortable.
Jacques tries to paraphrase the information that Robyn is giving him so that he can clarify the things that she is saying. Jacques knows that while he will not be able to fully understand what Robyn is going through, he can offer his support and be someone she can turn to in a time of need.
While Robyn is used to staying quiet if she is stressed or upset because of her culture, she appreciates that Jacques is there for her if she feels like talking. Robyn feels like Jacques showed general interest in what she had to say and that made her feel much more comfortable.