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= = = = = Say it straight! =
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Lucy and Nell are room attendants at the Old Woolstore Apartment Hotel in Hobart. Not wanting to sound too bossy, Nell gives Lucy some instructions in a "roundabout" way. Lucy misinterprets Nell's expectations and Nell is not happy when the job doesn't get done. Lucy is confused and upset and wishes Nell had been more direct. || media type="youtube" key="JxdO3d-0zIs" height="315" width="560" align="center"
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Key messages

 * keep your instructions short and simple
 * be clear and direct about what you expect to be done and by **when**
 * use a friendly smile rather than "softeners" such as "If you get a chance.." or "Would you mind ...?"



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