😦A bad day, part 2 – a bad ending, fired (A2+)

audio 1 & 2:

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1. Verbal Communication

GM’s Words:

• Tone and Style: The GM starts serious (“Tom, we have a big problem”). He uses simple words like “rude,” “complained,” and “problem” to explain clearly. His voice gets louder when Tom doesn’t care (“Not a big deal?”). Later, he sounds angry (“That’s not okay, Tom!”) because Tom is rude. At the end, his voice is calm but cold (“You’re fired”), showing he decided.
• Main Points: The GM says guests expect perfect service in a five-star hotel. He lists Tom’s mistakes: ignoring guests, shouting, dropping a plate. He says it’s not the first time (“We warned you before”). He asks Tom to explain (“What happened?”), but Tom doesn’t help.
• Way of Talking: The GM tries to understand at first. He asks questions to give Tom a chance. But when Tom argues, the GM focuses on the job rules and says Tom must go.

Tom’s Words:

• Tone and Style: Tom starts quiet and careless (“It’s not a big deal”). His voice gets annoyed (“My life’s not easy, okay?”) and loud (“Why is it always my fault?”). At the end, he shouts (“This is stupid!”) and sounds angry.
• Main Points: Tom says he had a bad day but doesn’t explain much (“personal stuff”). He blames guests (“They’re too picky”) and says the job is hard. He doesn’t say sorry or promise to do better. He yells he doesn’t need the job.
• Way of Talking: Tom doesn’t take responsibility. He argues and blames others. His words make the GM angrier.

Why It Failed:
Tom’s words show he doesn’t care about the guests or his job. The GM wants Tom to explain and say sorry, but Tom argues and blames. This makes the GM feel Tom can’t change, so he fires him.

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2. Non-Verbal Communication

GM’s Body Language:

• Start: The GM sits tall, arms crossed, looking serious. This shows he’s the boss and the talk is important.
• Middle: He leans forward and frowns when Tom says it’s not a big deal. This shows he’s upset. He stands and points at Tom when angry, showing he’s serious about the problem.
• End: He paces behind the desk, shakes his head, and looks cold. This shows he’s frustrated and done with Tom. After firing Tom, he sits, rubs his forehead, and looks out the window, showing he’s sad but thinks it’s right.

Tom’s Body Language:

• Start: Tom slouches, crosses arms, and looks at the wall. This shows he doesn’t want to talk or care.
• Middle: He rolls his eyes and slouches more, showing he thinks the GM is wrong. He leans forward and raises his voice, showing he’s angry and fighting back.
• End: He stands fast, throws hands in the air, and points at the GM. This shows he’s very angry. He grabs his bag, shouts, and slams the door, showing he’s mad and doesn’t respect the GM.

Why It Failed:
Tom’s body language (slouching, rolling eyes, pointing) shows disrespect and anger. The GM’s body language (standing, pointing, pacing) shows he’s frustrated and loses patience. Their actions make the talk worse, not better.

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3. Why Things Went Wrong

Things went wrong because Tom didn’t take responsibility. Here’s why:

• No Apology: Tom doesn’t say sorry for being rude to guests. He says it’s “not a big deal,” which makes the GM think he doesn’t care.
• Blaming Others: Tom blames guests (“They’re too picky”) and the job (“It’s hard”). He doesn’t admit his mistakes, like ignoring guests or shouting.
• Bad Attitude: Tom’s words and actions (rolling eyes, shouting) show he doesn’t respect the GM or the job. He acts like he doesn’t want to fix things.
• Past Problems: The GM says Tom had problems before (“We warned you”). Tom’s bad day wasn’t the only issue; he has a history of bad behavior.
• No Effort to Fix: Tom doesn’t promise to change or do better. He argues and says he doesn’t need the job, which makes the GM feel Tom won’t improve.

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4. Chances for Tom to Not Be Fired

Tom could have avoided being fired if he did these things:

• Say Sorry: If Tom said, “I’m very sorry, sir. I was wrong,” the GM might listen and give him a chance.
• Explain Clearly: If Tom said, “My mother is sick, I was upset,” like in Dialogue 1, the GM might understand and help.
• Promise to Change: If Tom said, “I’ll be better. I won’t let it happen again,” the GM might trust him to try harder.
• Show Respect: If Tom sat up, looked at the GM, and spoke politely (not rolling eyes or shouting), the GM might feel Tom cares about the job.
• Ask for Help: If Tom said, “Can you help me do better?” the GM might offer a plan, like time off or training, like in Dialogue 1.

For example, if Tom said, “I’m sorry, sir. I had a bad day because my family has problems. I know I was wrong. Please give me a chance to be better,” the GM might not fire him. Tom’s attitude was the biggest problem.

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5. Where the GM’s Patience Ran Out

The GM loses patience at these moments:

• When Tom Says “It’s Not a Big Deal”: The GM gets upset when Tom doesn’t care about the guest complaints. This is when he leans forward and speaks louder, showing he’s frustrated.
• When Tom Blames Guests: Tom says guests are “too picky,” which makes the GM angrier. The GM stands and points, showing he thinks Tom’s attitude is wrong.
• When Tom Argues: Tom says, “Why is it always my fault?” and “I’m doing my best.” This makes the GM pace and shake his head, feeling Tom doesn’t understand the job.
• When Tom Says He Doesn’t Need the Job: Tom’s final outburst (“I don’t need this job”) and slamming the door make the GM sure firing Tom is right. The GM’s patience is gone because Tom shows no respect or effort to change.

The GM tries to be patient by asking Tom to explain and mentioning past warnings. But Tom’s rude words and actions make the GM feel he can’t trust Tom anymore.

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Summary

• Verbal: The GM is clear and serious, but Tom is dismissive and rude. Tom’s arguing and blaming make the talk fail.
• Non-Verbal: The GM’s standing, pointing, and pacing show frustration. Tom’s slouching, eye-rolling, and shouting show disrespect.
• Why Wrong: Tom doesn’t say sorry, blames others, and shows a bad attitude. His past problems make it worse.
• Chances to Stay: Tom could say sorry, explain his problems, promise to change, and show respect to avoid being fired.
• GM’s Patience: The GM tries to listen but loses patience when Tom doesn’t care, blames guests, argues, and says he doesn’t need the job.

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Complete list of all verbs from the dialogue and its analysis, that describe body language or non-verbal communication, listed in the order they appear in the text – remember them!

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🧍‍♂️ Body Language and Non-Verbal Communication

1. to sit tall – to sit straight and look serious.
2. to cross arms – to fold your arms over your chest.
3. to look stern – to have a serious or angry face.
4. to slouch – to sit or stand with your back bent.
5. to avoid eye contact – to not look at someone’s eyes.
6. to look stern and frustrated – to look angry and unhappy.
7. to shrug – to lift your shoulders to show you don’t care or don’t know.
8. to look at the wall – to turn your eyes to the wall, not to the person.
9. to mumble – to speak quietly and unclearly.
10. to lean forward – to move your body a little closer to someone.
11. to frown – to make lines on your forehead when upset.
12. to raise voice – to speak louder when angry.
13. to roll eyes – to move your eyes up to show you are bored or don’t care.
14. to slouch more – to sit even lower and look lazy or angry.
15. to stand up – to move from sitting to standing.
16. to point at someone – to show someone with your finger.
17. to shake head – to move your head from side to side to say no.
18. to pace behind the desk – to walk back and forth while thinking or angry.
19. to cross arms tighter – to hold your arms even closer to your chest.
20. to glare – to look at someone angrily.
21. to stop pacing – to stop walking back and forth.
22. to look cold – to look without feelings or warmth.
23. to throw hands in the air – to lift your hands high to show anger.
24. to grab bag – to take your bag quickly.
25. to shout – to speak very loudly because of anger.
26. to storm to the door – to walk fast and angrily to the door.
27. to slam the door – to close the door very hard and loud.
28. to sigh heavily – to breathe out loudly to show you are tired or sad.
29. to rub forehead – to move your hand on your forehead when stressed.
30. to look out the window – to turn your eyes toward the window.

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💬 Additional Non-Verbal Cues from the Analysis

31. to sit tall with arms crossed – to show you are strict or serious.
32. to look serious – to not smile and show importance.
33. to lean forward and frown – to show you are upset or angry.
34. to stand and point – to show strong emotion or control.
35. to pace and shake head – to move when you are nervous or angry.
36. to sit and rub forehead – to show stress or thinking.
37. to slouch and cross arms – to show you don’t care or feel bored.
38. to look at the wall – to avoid the other person.
39. to roll eyes – to show you think the other person is wrong.
40. to lean forward and raise voice – to show anger.
41. to throw hands in the air – to show you give up or are very angry.
42. to point at someone – to show blame or anger.
43. to slam the door – to leave with anger and no respect.

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