1. Which of these situations do you dislike the most? Rank them in order from 1 (most disliked) to 6
(least disliked).
a. being on a crowded bus
b. waiting in a queue at a post office or bank
c. sitting in the middle seat on a plane
d. waiting to cross a busy road
e. being stuck in a traffic jam
f. waiting at home for a delivery to arrive
Read article here: Personal Space Reading
2. Have you ever experienced any of the situations mentioned in the article? Has it changed the way you behave now ? For example, do you no longer fly economy, or do you refuse to shop at a particular store?
3. Which of the below sectors have the worst customer service:
- air travel
- in-store clothes shopping
- public transport?
4. Have you personally witnessed any instances of incivility while using the above?
5. Are there any particular nationalities/cultures for whom personal space is more important?
6. Does the article focus too much on first-world problems? Are there countries where these features would not be considered problems?
7. Do people in your country need a lot of 'elbow room', or are they happy enough to co-exist in crowded conditions? How do you say 'elbow room' in your language?
8. How can the following help with sharing a small space: etiquette, empathy, being rich?
9. Is this really all the fault of capitalism? Do other types of social order not experience these types of problems?
10. Are cramped conditions the price we pay for having cheap air travel, cheap clothes etc?
11. If you wanted to complain about service, and you cannot get satisfaction from a company, what other means could you use to make your voice heard?
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Situation
You are an airline representative. A video showing a man repeatedly hitting the back of the seat of the woman in front of him has become a social media hit, and it took place on one of your flights. Explain your company's reaction to this incident - what your policy is, and give advice to future passengers. A local journalist (your teacher) will ask you questions.
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Discuss quotes
"My mother taught me that your employees come first. If you treat them well, then they treat the customers well, and that means your customers come back, and your shareholders are happy.”
— Herb Kelleher
"These days no one can make money on the goddamn airline business. The economics represent sheer hell."
— C.R. Smith, former CEO of American Airlines
"If the Wright brothers were alive today, Wilbur would have to fire Orville to reduce costs."
— Herb Kelleher
“The opposite of anger is not calmness. It’s empathy.”
– Mehmet Oz
“You can only understand people if you feel them in yourself.”
– John Steinbeck
“It's a universal law-- intolerance is the first sign of an inadequate education. An ill-educated person behaves with arrogant impatience, whereas truly profound education breeds humility.”
― Aleksandr I. Solzhenitsyn
Student Handout PDF: Personal Space