00:01 [ONSCREEN] Rhetorical messages

00:06 [WOMAN and MAN face each other] WOMAN: Excuse me, are you the manager?

00:07 MAN: Yes, one of the clerks let me know there's a problem with your purchase?

00:10 [yelling] WOMAN: A problem? Yeah. Huge problem. [WOMAN opens a box and removes a bracelet.] We'll miss you, Jelly? Who do you know who has the name Jelly? Kelly, with a K. This is for my boss. She's leaving Friday. [WOMAN puts bracelet back into box, closes it, and hands box to MAN.] What are you going to do?

00:25 MAN: Well, I'm glad that you came in and gave us an opportunity to set this straight for you. [MAN opens box and takes out bracelet] Uh, obviously this was a big mistake on our part.

00:31 WOMAN: Ha! Huge! Huge mistake. Do you know how embarrassing this is? If I had given her that -- I mean, Jelly. What are you going to do about it?

00:38 MAN: Well, I understand why you're so upset. We'll get this straightened away for you immediately. I'll have one of my engravers work on it right now. I can have it delivered to the place of your choosing tomorrow so you don't have to come back into the store.

00:50 WOMAN: Great.

00:51 MAN: I'll get on this right now. Thank you for coming in.

00:53 WOMAN: Okay, thanks.

00:55 [ONSCREEN] Rhetorical messages: Responses intended to successfully blend all three ingredients of competent communication: appropriateness, effectiveness, and ethics.