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Hi. Im Rebecca from engVid. Being polite is always important, but its especially important if you have a job in a call centre or in any customer service oriented position. So, lets look at what it sounds like when we meet a polite employee and a rude employee, whether its on the phone or in person. But this dialogue that were going to go through is actually on the phone. So, lets listen. Okay, so we have here two employees, Rude Robert and Polite Patricia, and they speak very differently. So lets listen to Robert. Robert answers the phone, and he says; Yes? Huh? Patricia says: Hello. Good morning. Robert goes on: What do you want? Patricia says: May I help you? How can I assist you? Then Robert says: Wait a minute. Patricia says: Just a moment, please. Then Robert cant hear, so he says: What? Huh? Cant hear you. Patricia says: Im afraid I didnt hear what you said. Could you speak a little louder, please? Now, in this case, we were listening to both people. R