07.a. Gravitas: What it is and How to Project It? – Part I
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Question 1 of 1
1. Question
100 point(s)From what you’ve learned in the video lesson, select the missing elements of Gravitas in the interaction sketched out below?
(Please note that you must choose all possible correct options to earn the points for this quiz. Missing out any correct option, or choosing any incorrect option will lead to you not earning any points on the quiz.)
Mrs. Mazhar (Customer) (very agitated): You morons! How many times do I have to do this? How many times does it take for you to get my last name changed on your system? Basic spellings…you people can’t get basic spellings right. It’s shocking…My married name is Mazhar. M-A-Z-H-A-R. Not Maxhar. And certainly not Mashar, like you spelt it the last time. Illiterate buffoons!
Kiran (Customer Service Counter): Please, Mrs. Mazhar. Calm down. Maybe we didn’t all attend the Oxford university, but we’re trying to help people as best as we can. Our level of education is why we’re here, in jobs like these. (Takes a deep breath) But I hear you, Mrs. Mazhar. You mentioned your last name is misspelled, and that this is an ongoing problem for you. It should have taken more than one call to fix this – I can see why you’re angry. We really have no excuse to cover this – it’s appalling, I agree. But I will fix it for you today. My name is Kiran Sethi, Sir.
Mrs. Mazhar: (Calms down a bit) Right, Kiran. That’s all I’m asking for.
Kiran: Sure, Mrs. Mazhar. I’m accessing your account now. I see you sent your address proof documents to us already.
Mr. Khan: I did. Multiple times.
Kiran: Indeed. And I see the problem too. Is this a scanned copy of your marriage certificate?
Mrs. Mazhar: Yes, why?
Kiran: Because the letters of your last name are warped, Mrs. Mazhar. It’s hard to tell what the letters between M and HAR are. That’s not how it appears on your marriage certificate, is it?
Mrs. Mazhar: No, certainly not.
Kiran: I didn’t think so. I’ve seen this happen before. It’s not a very common occurrence, this generally happens when old document scanner models are used.
Mrs. Mazhar: Oh…Yes…of course….that makes sense. I used my father-in-law’s scanner. It’s old but still functional. And it was the easiest way for me to send you the document at that time…
Kiran: There you go. Mystery solved. Now, if you can arrange to courier across an attested hard copy of your marriage certificate, I’ll fix this for you once and for all. Or if you can send me a better quality scanned copy, that’ll do too.
Mrs. Mazhar: I’ll send you a better scan. It’s quicker and I don’t want to waste another minute on this issue.
Kiran: Sure. Please attention it to me. My extension number is 2312. I’ll call you back when the name change is in effect.
Mrs. Mazhar: Sure. Thanks Kiran. Sorry, I got all carried away at the start. (laughs sheepishly)
Kiran: (laughs with Mrs. Mazhar) Yea, me too. I’m sorry you had to experience all this with us, and I’m so glad I could help you.
Mrs. Mazhar: Great. Bye for now. I’ll wait for your call.
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