To Serve or Not to Serve

To Serve or Not to Serve-Drew case study
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Drew’s nonverbal message to the arriving guests
The nonverbal message that Drew sends to the guests is that he is indifferent and not concerned with helping the guests with their luggage. Drew sights when he sees the guests and muttered to himself that he hoped they were better tippers. When he knew that their required assistance with their luggage and he moved away as he is not helpful and he is lazy as he makes excuses of why he does not want to carry the luggage.
Jim and communication challenges
Jim was off the clock while Drew was on duty and this likely poses a challenge for Jim to communicate effectively when imitating with clients as he helps unwillingly. Jim is frustrated with the situation and is less likely to be helpful with the guests than if he was on duty and would offer assistance. Jim’s body language also shows he is unhappy with ...