Video scene · 0:20 · Communication, Empathy
If you say so
You work the front counter at an auto repair shop.
Rui, the mechanic, has found worn front suspension parts on the car of Mrs. Bell, a longtime customer in her seventies. Since a billing dispute last year, the shop never starts work without a signed estimate. She whispered to you earlier that she does not understand car talk at all.
What's said in the scene
Rui: It's the control arm bushings and front struts. Nine hundred, and I wouldn't drive far on them.
Mrs. Bell: Oh. Well, if you say so, dear.
Rui: I need the signature first, that's the rule. My lift's free now, then not until Thursday.
Mrs. Bell: Should I sign it? You'd tell me, wouldn't you?
The two questions
- 1How would you respond to Mrs. Bell?
- 2What is the difference between someone agreeing and someone understanding, and how can you tell?
What raters look for
- Communication
- Listens first, speaks clearly and respectfully, and adapts the message to the listener.
- Empathy
- Recognizes what others feel and need, and lets that shape the response without losing judgment.
Answer scenarios like this on the real timers
Watch the scene once, record your answers, and get each one scored 1–9 the way raters score. Your first set is free, no card.
Practice free
