For the following questions, think of a time when you had to call for a service or assistance and the call did not go well. Perhaps it was your doctor's office, the veterinarian, a lawyer's office, or an appliance or utility repair company. To what extent did the other person's attitude affect the outcome of the call? What was that attitude and how was that expressed? How did the other person's attitude affect your attitude? When you called, what would you have wanted the other person to do or say to make you feel comfortable asking for service or assistance? What do you feel is the most important attribute that the person taking your call at an office, agency, or service have to make you feel comfortable making that call? What do you want to do "differently" when you are a case worker or a social worker to make sure that your client feels as if they matter??