ABSTRACT
The listening context of a service environment is described and the specific listening challenges employees are likely to encounter are discussed. Career-specific cases are provided so that students can readily identify important listening outcomes and apply the specific skills they have practiced to this professional context. Cases in the service industry include Case 1. Water Fights, Case 2. Business as Usual, Case 3. Sweet Dreams, and Case 4. Best-Made Plans. Additional scenarios for discussion and role play, If You Were There, are also provided.
