You: "Hello

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You: "Hello. I have been waiting to pick up my prescription for over an hour. I was told it would be ready to go more than an hour ago. Can you please let me know when my prescription will be ready?" Front Desk Receptionist: "We are busy and there have been a lot of prescriptions to fill today." You: "I understand that the pharmacists are busy and that you have a lot of prescriptions today. I would just like to know an estimate on when my prescription will be ready. I need to let my work know when I plan to return." Front Desk Receptionist: "I don't have time for this. I am very busy. There is no way I can give you any kind of estimate. This is what happens when you do not plan properly." 

Question:  Now imagine that you are the receptionist in this situation. Clearly explain how the perspectives of the customer and receptionist would create diverse opinions about the situation and the management of the conflict. What is your experience in this situation and how would it differ from the experience of the customer? In the receptionist's view, how important is it to pay attention to using supportive behaviors to manage conflict?