Read the example of communication and identify whether the clerk at the store shows good communication or poor communication. Mary took a toaster back to the local department store, slammed it on the counter and said, "If this is an example of what kind of merchandise you sell, I won't be back here."

"What seems to be the problem ma'am?" asked the clerk.

"It doesn't work!" said Mary testily.

"Would you like a new toaster or would you prefer a refund?" asked the clerk.

"I need a toaster," said Mary.

The clerk called for another toaster, took it out of the box, plugged it in, and made sure it worked before handing it to a smiling Mary.

good communication
poor communication