Recall The conflict I recently experienced occurred at Yumz, where I currently work. As a fast customer service worker, it is unavoidable to have disputes with customers. On that fateful day, I was busy attending to customer orders for the Drive-thru location. As one of the customers approached the entrance, he became upset due to the long queues of customer service. The long wait for pre-ordered services made the customer start swearing and shouting at me. Since I had already grown tired due to having a busy long working day, I became impatient and did not show any interest in resolving his complaint. Reflect Thoughts I thought that the customer could have used an appropriate approach to express his complaints and understand the circumstance everyone was experiencing. I would have attentively listened to him and compensated by adding him a promotion coupon. However, he aggressively addressed me, knowing that the long queue at the Drive-thru could not allow quick services as he expected. I had self-thoughts that made me compare myself with other workers of similar occupational settings in different companies. Even though various customer service provider workers from different companies undergo numerous intentional and unintentional disagreements with customers, it barely meant that I was to tolerate customers’ aggressiveness. Also, being kind to others cost nothing in service provision. Feelings I felt like the customer had disrespected me since he began to address me with hurting words that pissed me off. He said that I was the worst and stupid for delayed attendance to his order. I felt the only person responsible for the customer’s inconvenience because I was the only service provider who attended to this order. However, other factors that contributed to lateness comprised the effectiveness of other workers in different sections in preparing orders. The experience also made me upset with my colleague workers. For instance, I was resentful toward the manager for assigning me to a customer order processing position. Actions As we had busy schedules and a constant increase in customers, I declined to be attentive to him, and I refused to address his complaint with a possible solution. In return, I sarcastically said sorry and looked at him with a rude facial expression. Shortly later, I closed my record books and accounting tabs and ignored to drive and leave my working office sections. Irritations I experienced from the incident made me complain to my manager to reshuffle me with anyone else in my position. Relate Concept 1: Non-Verbal Communication Non-verbal communication accounts for the most significant part of the communicated message: eye contact, facial expression, posture, and gesture. The moment that verbal and non-verbal communication becomes incongruent, non-verbal communication is usually getting more perception. I demonstrated non-verbal communication during the conflict to illustrate my feelings. I rolled my eyes at him, closed my counter operating windows and electronic tabs, and ignored him when I felt angry. These signs of non-verbal communication were meant to show him my disapproval arising from his attitude to me. I felt like shouting back at him, but I controlled myself from rev