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Real-Life Activities

Real-Life Decision Making

Automotive recyclers have to know how to deal with stressful situations.

"If you're on the counter, because it can get fairly busy on the phones and the street traffic... it gets pretty stressful," says Tim Donovan. Donovan is executive director an automotive recycling association.

You are working at the counter of an auto salvage yard. It has been a busy day and it doesn't seem to be slowing down. The other person who is working with you is also extremely busy with her own customers.

You are talking on the phone with the owner of another salvage yard who needs an exhaust for a '92 Pontiac Sunbird, as well as some new piston rings for the same model. You also have two calls on hold on the switchboard. One customer needs a side door for a '95 Ford Mustang, and the other customer is looking for a radiator for a '95 Mazda Rx7.

You also have two different customers watching you and waiting for your assistance. One of them is a stressed-out mother who has her screaming child with her. Her face is slowly turning red, the kid is crying and tugging at her arm, and she's looking at you with desperation.

The other is a regular buyer who gives you good business, but you know he is very impatient. He was also the last to walk into your long line of customers.

He suddenly comes toward you as you are on the phone and says, "Hey there, I'm in a rush today, and I'm looking for a couple things. Help me out quickly, OK?"

Everyone is demanding your attention. What do you do?