1. 8:30 A.M. She is pulled off her regular job and has
to fill in for someone else.
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2. 9:00 A.M. A customer calls in with a complaint that
she knows nothing about.
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3. 11:30 A.M. She has to go late to lunch to help clean
up a workstation.
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4. 1:00 P.M. After returning from lunch, Susanna finds
out there are lots more problems to solve!
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5. 5:00 P.M. Susanna gets ready to leave.
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Chapter 6 Using Social Skills at Work