Attacking Workers

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BUSINESS ENGLISH · BUSINESS ISSUES · UPPER-INTERMEDIATE (B2-C1)
ATTACKING
SERVICE
WORKERS
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1 Warm up
In pairs, discuss the following questions.
1. Have you ever had a problem with the service or a product from a company or organisation? What
was it?
2. How did you feel about it?
3. What did you do about it?
4. What was the result?
2 Scanning for vocabulary

Quickly read the article on page three and find vocabulary which has the same meaning as the following
definitions.
1. say something that is intended to offend someone (v, para. A)
2. acting in a way that is offensive and unpleasant, sometimes involving violence

(adj., para. A)
3. being difficult to control (adj., para. B)
4. the crime of physically hurting someone (n, para. B)
5. showing you are upset and disgusted with someone’s behaviour (adj., para.
C)
6. having a lot of problems and being unhappy (adj., para. C)
7. the state of unhappiness because of not being able to do what you want to
do (n, para. C)
8. extreme anger (n, para. C)
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UPPER-INTERMEDIATE (B2-C1)
ATTACKING SERVICE WORKERS
3 Reading for gist
Skim read the article on page three and write down the meaning of the following numbers.
1. 58:
2. 3,100:
3. 700,000:
4. 2 million:
5. 406,125:
6. 6:
4 Reading comprehension
Part A: Read Paragraph A and decide if the following statements are true (T), false (F), or not given
(NG).
1. The problem with the soup happened in Mexico.
2. Jannelle Broland suggested giving back the money the woman had paid for the meal.
3. Jannelle Broland was the server who gave the soup to the woman.
4. Jannelle Broland put the phone down on the woman when she called back.
5. Janelle Broland was burned by the soup when it was thrown at her.
6. The woman left the restaurant before the police arrived.
Part B: Complete the following sentences with no more than three words from Paragraphs B and C.
1. Unions representing retail and transport workers reported that had risen significantly
in the first half of 2021.
2. Hundreds of thousands of pounds worth of fines were issued by the FAA to attacks
on airline staff.
3. Despite the government doubling the maximum jail sentence for assault, fire, and
health workers have still seen increases in attacks on them.
4. Data shows that even people who wouldn’t normally commit are doing so.
5. It’s vital to have with service workers, even when a situation isn’t going the way
you want it to.
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Anger rising
The increase in attacks on service workers
A. In the small city of Temple in Texas, US, a woman called a Mexican restaurant to make a complaint on November
7th, 2021. Her problem was that the soup which she had previously collected was too hot, so much so that
the plastic lid of the container had melted. Jannelle Broland, a worker at the restaurant, answered the call and
apologised, offering to get her a refund or a free meal to make up for the inconvenience. The woman did not
accept the offer and instead began to insult Jannelle as well as the staff in the kitchen. Ms. Broland said that she
was happy to help the lady, as long as she stopped being abusive, to which the woman replied that she could talk
to her however she wanted. This prompted Ms Broland to put the phone down. The woman later called Jannelle
back asking to speak to the manager. Jannelle said she would, but as the restaurant was busy there was a brief
delay. When Jannelle returned to the phone, the woman had hung up. A short while later, the woman appeared
in the restaurant and threw the soup in Ms. Broland’s face. While the soup was now cooler, it was full of spices
which caused Ms. Broland’s nose to bleed for a period of time after the attack. The police were called and the
woman was later charged as her attack was videoed and her car licence plate recorded as she left the scene before
officers arrived.
B. While shocking, this incident is unfortunately not unusual. The number of people attacking service workers has
been on the rise. In the UK both Usdaw, a shop worker’s union, and RMT, a transport union, reported significant
rises in incidents of abuse: 88% and 58% respectively in 2021. In the US, the Aviation Authority (The FAA)
reported 3,100 incidents of passengers acting in an unruly manner in the first half of the same year. Although
this happened at the same time as the numbers of travellers climbed from 700,000 a day in 2020, to 2 million. In
response, they had issued £406,125 in fines during that time. Attacks on emergency workers in the UK were a
problem before the pandemic, with the maximum jail sentence doubled from six months to 12. Yet still police, fire
service personnel and health emergency workers saw a rise in assaults on them while doing their jobs.
C. We may be appalled when we read about these incidents, but the frequency and number of them show that it’s
not just a minority of troubled individuals looking for targets for their anger. The figures show that there are plenty
of people who would normally lead quiet lives who are being moved to acts of violence as a result of frustration
and rage. Although there can be problems in any service situation, it’s important to remind ourselves to act with
patience if we find something that we’re not happy about. Whatever the issue is, it’s not going to be worth risking
getting arrested after a video of you throwing soup over someone who is just doing their job is posted to the
Internet.
Sources: The Independent, Sky News

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5 Focus on the vocabulary of opinion and argument
Part A: Match the vocabulary to the definitions.
1. troublemaker (n) a. acting in a way that shows you have confidence in your
opinions and actions in a way that is noticeable to others
2. vocal (adj.) b. a state of agreement and peace
3. prejudice (n) c. a person who deliberately causes arguments and problems

and encourages people to complain
4. hostility (n) d. openly giving opinions or protesting about a situation with
confidence
5. harmony (n) e. better quality than other people or items in a group
6. dispute (n) f. a dislike of something for reasons that are not logical or
based on facts
7. contradict (v) g. say that the opposite of what someone has said is true and
that they are wrong
8. assertive (adj.) h. behaviour that is aggressive and unfriendly
9. superior (adj.) i. a disagreement between two or more people or groups
Part B: Complete the following sentences with vocabulary from Part A. You may need to change the
form of the word.
1. Health workers have stopped work today in a with the government over levels
of pay, their working hours and that not enough is being done to protect them from attacks.
2. A survey was published today which the government’s claim that crime is falling.
3. The arrival of the police caused a lot of from the crowd who reacted by throwing
bottles and cans.
4. Hospital workers provided a level of service throughout the pandemic, despite

the risks to their own safety.
5. Police tried to engage the protesters in conversation to begin with, but were forced to be more
when the situation turned violent.
6. towards people from other countries is always due to a lack of education and
understanding about their culture.
7. The demonstration was mostly peaceful, apart from a few who were clearly there
to cause damage to property.
8. CRED, an organisation in Chicago in the United States, works to reduce gun violence and increase
within communities in the area.

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Now in pairs, discuss the following questions.
1. Do you find it easy to be assertive in situations in your work or school life? Why/why not?
2. Is there hostility towards fire and police services from the public in your country? Why/Why not?
3. What do you think the government in your country can do to create greater harmony across
communities?
4. When was the last time you were involved in a dispute? What was the problem? What was the
result?
5. Which groups of people are usually the focus of prejudice in your country? Why do you think that
is?
6. In what ways do you think your company or your school is superior to other workplaces or schools?
6 Listening for gist
Listen to the interview with a professor of psychology. Tick all of the questions that you hear.
1. What would you suggest people do to make sure they are less likely
to get angry with service workers?
2. What has happened to people who have been found guilty of violence
against service workers?
3. What do you think is the reason for the increase in anger we’re seeing
directed at service workers?
4. What is the best way to deal with a problem you have in a business?
5. What can we do if we’re feeling angry?
6. Do you think it’s just certain types of people who are likely to be more
angry?

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7 Listening comprehension
Part A: Which three of the following does Dr Henrietta think are responsible for the rise in the
increase in attacks on service workers?
1. Social media
2. The Covid-19 pandemic
3. Violent films and TV shows
4. Doctors and nurses
5. Politicians
6. The way people are educated in schools
7. People losing social skills
Part B: Choose one correct answer to the questions below.
1. What does Dr Rendell say about making a complaint in a restaurant?
a. It’s better to write an email than argue with a server.
b. Violence can be understandable in some situations.
c. It can be necessary if there is a problem.
2. What is the first point that Dr Rendell makes about dealing with anger?
a. We should avoid going out if we feel angry.
b. It’s important to view service workers as people.
c. If we see another customer being angry, we should ask them to calm down.
3. Why does Dr Rendell think it’s a bad idea to think you’re more important than a service worker?
a. You know nothing about their lives or their level of intelligence.
b. They may be having a particularly bad day.
c. They often don’t get paid well or enjoy their work.
4. What does Dr Rendell suggest if you need to complain to a service worker?
a. If you can, take a photo of the problem as evidence.
b. Say please and thank you often to show that you respect them.
c. Ask how you can deal with the problem together.

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Part C: Complete the following summary with one or two words.
To reduce the possibility of anger becoming a problem, Dr Rendell suggests that you be aware of your
feelings when you leave your home. If you are feeling negative, you will be more likely to stay away
1 2
from that will be a problem. It’s also a good idea to stay and be
prepared to change your plans. If you have a problem, consider writing an email or calling later from a
3
when you’re less stressed.
8 Talking point
In pairs, discuss the following questions.
1. How do you react if someone you don’t know gets angry with you?
2. What do you do if you feel yourself getting angry?
3. Do you agree with Dr. Rendell about the causes for the increase in anger in the world? Why/why
not?
4. Do you think Dr. Rendell’s advice about how to handle anger is useful? Why/why not?
5. Have you seen anyone get angry with a service worker? What happened?
6. How do people generally treat service workers in your country?

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9 Extended activity - Roleplay
Your teacher will give you a card with information about your role. Take some time to consider what
you will say to your partner and the best way to handle the situation. Then, have a conversation with
your partner. Do not show each other the information you have on your cards.
Student A
You are a customer in a fairly expensive restaurant. You’ve had a difficult day at work and
decided to treat yourself to a meal. Your manager was very rude to you earlier and it
caused you a lot of stress. However, when you arrived at the restaurant, you had the
following problems:
• The first drink you ordered took almost 20 minutes to arrive. When it did arrive, it had
human hair in it.
• When you told the server about the hair, they took it away and brought another one
back. You think they may have just taken the hair out and not made a fresh drink, but
you’re not sure.
• You waited for almost 40 minutes for your food to arrive. When it did arrive, the chicken
was not cooked all the way through and was still raw inside. You know that this could
have made you very sick.
• The music has slowly been getting louder and is giving you a headache.
You wave a server over who is different to the one who served you. Talk to them about
your problems and find a resolution.

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Student B
You work in a restaurant and have just arrived for your evening shift. You’ve been
studying all day and were up late last night writing an important essay. You’re quite tired.
You are thinking about the following things:
• Your grandmother has been quite ill lately and you’re worried she might have to go into
hospital. You’re very close to her.
• Your rent has gone up recently and you now have less money each month. You really
need this job to be able to keep studying, but you don’t really enjoy it. The customers
are often very rude.
• You like the music they play in the restaurant as it keeps you focused and helps you stay
energetic.
• You could not afford to eat in this restaurant as it’s so expensive.
A customer calls you over. They don’t look happy. Go and see what you can do to help
them.

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TEACHER MATERIALS · UPPER-INTERMEDIATE (B2-C1)
Transcripts
6. Listening for gist
Host: Welcome back to the show. Today we’re talking about anger. The rise in attacks on
service workers, road rage, air rage, all seem to have gotten worse recently. Today in
the studio, we’ve got Dr Henrietta Rendall who specialises in psychology. Thanks for
taking the time to talk to us, Doctor.
Dr Henrietta: My pleasure!
Host: So what do you think is the reason for the increase in anger we’re seeing directed at
service workers?
Dr Henrietta: I do partly blame the pandemic and recent world events for the increase in hostility.
Most people spent a long time indoors, frightened about the situation and about their
loved ones, and we learned during this time that other people could be a threat just
by being close to you. There was also a divide between how people thought the
pandemic should be handled and there were a lot of disputes over wearing masks and
vaccines. There were political leaders, particularly in the US, who contradicted what
health experts were saying and it really showed the divisions in society and increased
the prejudice against doctors and health workers who were simply trying to do their
job. All the while, we were isolated from each other. I think you also have to consider
that a lot of people, even if they have gone back to work, have still continued to work
from home, so many of us have lost the social skills we had to navigate through life.
When we leave the comfort of our homes, some people feel they have to be assertive
to get what they want when they might not actually need to be.
Host: Do you think it’s just certain types of people who are likely to be more angry?
Dr Henrietta: Of course, there are always going to be troublemakers in any society. But arguing with
a server in a restaurant doesn’t necessarily make you a bad person. Indeed, you might
need to be vocal about a problem, because let’s face it, businesses don’t always get it
right either. But when people are physically attacking people for just doing their job or
yelling at service workers who haven’t actually done anything wrong, then that really
says more about the customer than the worker.
Host: What can we do if we’re feeling angry?
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Dr Henrietta: First of all, you need to remember you’re dealing with a human who has feelings
and family and friends. There are people who see themselves as superior to service
workers based on the job they do which is a very unpleasant way to think. The person
bringing your coffee might be studying for a degree that will lead to a cure for cancer,
so it would be foolish to put any value on that. If you have a problem, talk to them
calmly and if they are wearing a name badge, use their name. Show that you have
respect for them and talk about the problem in terms of how you can solve it together.
Think ‘What can we do to fix this?’ rather than ‘What are you going to do to fix this?’.
It also doesn’t hurt to begin your complaint with ‘I realise this isn’t your fault, but ...’
as this reduces any feeling that the complaint is personal.
Host: What would you suggest people do to make sure they are less likely to get angry with
service workers?
Dr Henrietta: When you’re going out, check in with yourself. Ask yourself how you are feeling. If
the answer is that you’re tired or stressed, then just knowing this will help you to avoid
situations that might make things worse. Also, try to be flexible. If the place where
you normally buy coffee is busy that day, try another place. Be prepared to break
out of your routine and find an alternative to what you were planning. If you do feel
yourself getting angry, take a minute to walk away and breathe. You can always ask
who to contact if you have a problem in a business and get the details and then call or
write later when you’re in a more relaxed environment and you’ve had time to think.
All of these might not seem convenient always, but they are certainly better than the
consequences of getting into a public shouting match with someone and if everyone
did it, there might be a little more harmony in the world.
Host: Thanks for taking the time to talk to us, Doctor. Next, we’re taking your calls about
situations you have seen where people have got angry with service workers in public...
(fade)
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Key
1. Warm up
5 mins.
This asks students to talk about their own experiences of having a problem with a service or product. Emphasise
that students may want to talk about a problem with a public service, such as the police or health workers and
that it isn’t limited to corporate problems. Encourage students to think of a time they had a problem, what their
reaction was, how they felt it was dealt with and what their feelings were about it.
2. Scanning for vocabulary
5 mins.
This highlights useful vocabulary on the topic that students can use. Ask them to skim read the whole text and
underline the words when they find them.
1. insult 2. abusive 3. unruly 4. assault

5. appalled 6. troubled 7. frustration 8. rage
3. Reading for gist
5 mins.
You may want to set a time limit on this task to encourage scanning for information. It may be a good idea to point
out that numbers of ten and under are usually written as words.
1. The percentage of rise in incidents of abuse the RMT, a transport union, reported.
2. The number of incidents reported by the FAA involving bad behaviour by passengers in the first six months of
2021.
3. The average number of passengers flying per day in the US in 2020.
4. The average number of passengers flying per day in the US in the first half of 2021.
5. The amount of fines in British pounds issued by the FAA.
6. The number of months a maximum jail sentence was in the UK for abuse of public service workers before it
was changed.
4. Reading comprehension
10 mins.
Part A
For Part A, ask students to underline where they find the answer. If they are unable to do so, the answer will be
Not Given. For Part B, ask them to complete the sentences with one, two or three consecutive words from the
text.
1. False. "In the small city of Temple in Texas, US, a woman called a Mexican restaurant ..."
2. True. "Jannelle Broland, a worker at the restaurant, answered the call and apologised, offering to get her a
refund..."
3. Not Given.
4. False. "When Jannelle returned to the phone, the woman had hung up."
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5. False. "While the soup was now cooler, it was full of spices which caused Ms. Broland’s nose to bleed for a
period of time after the attack."
6. True. "The police were called and the woman was later charged as her attack was videoed and her car licence
plate recorded as she left the scene before officers arrived."
Part B
1. incidents of abuse
2. in response
3. police
4. acts of violence
5. patience
Sources:
www.independent.co.uk/news/world/americas/texas-waitress-attack-hot-soup-b1954898.html
news.sky.com/story/attacks-on-refuse-workers-soar-as-abuse-of-key-workers-continues-to-climb-12476098
5. Focus on the vocabulary of opinion and argument
Part A
5 mins.
Ask students to do this unaided in the first instance, but allow them to use a reference later if needed. Ensure
students can correctly pronounce the target vocabulary.
1. → c. 2. → d. 3. → f. 4. → h. 5. → b. 6. → i. 7. → g. 8. → a. 9. → e.
Part B
10 mins.
Ask students to decide which part of speech can fill the gaps ahead of completing the sentences. When they have
finished, ask them to discuss the questions in pairs or small groups. Circulate and help as needed.
1. dispute 2. contradicts 3. hostility 4. superior

5. assertive 6. Prejudice 7. troublemakers 8. harmony
6. Listening for gist
5 mins.
This allows students to listen to the interview and understand the gist of the content ahead of completing the
comprehension questions.
1. ✓ What would you suggest people do to make sure they are less likely to get angry with service
workers?
3. ✓ What do you think is the reason for the increase in anger we’re seeing directed at service workers?
5. ✓ What can we do if we’re feeling angry?
6. ✓ Do you think it’s just certain types of people who are likely to be more angry?
7. Listening comprehension
5 mins.
Part A
Ask students to read through the questions and answer to the best of their ability. Then ask them to listen again
to check.
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2. ✓ The Covid-19 pandemic

5. ✓ Politicians
7. ✓ People losing social skills
Part B
1. c. 2. b. 3. a. 4. c.
Part C
1. situations 2. flexible 3. relaxed environment
8. Talking point
10 mins.
Ask students to discuss the questions in pairs or small groups. Circulate and help as needed.
9. Extended activity - Roleplay
15 mins+
You may want the students to do the roleplay in class, or prepare for it at home and do it in the next class. The
idea is for the students to think about the situation surrounding individuals who are involved in a dispute. Tell the
students there is no right or wrong way to deal with the situation, but encourage them to be creative in the way
they handle it and how they react. You may want students to switch cards and try the roleplay with new partners
afterwards to see how they feel about being in the opposite role.
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HEAAADERLOGORIGHT

BUSINESS ENGLISH · BUSINESS ISSUES · UPPER-INTERMEDIATE (B2-C1)

2 Scanning for vocabulary

1. say something that is intended to oﬀend someone (v, para. A)

2. acting in a way that is oﬀensive and unpleasant, sometimes involving violence

4. the crime of physically hurting someone (n, para. B)

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ATTACKING SERVICE WORKERS

3 Reading for gist

1. The problem with the soup happened in Mexico.

6. The woman left the restaurant before the police arrived.

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ATTACKING SERVICE WORKERS

Sources: The Independent, Sky News

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ATTACKING SERVICE WORKERS

5 Focus on the vocabulary of opinion and argument

Part A: Match the vocabulary to the deﬁnitions.

3. prejudice (n) c. a person who deliberately causes arguments and problems

9. superior (adj.) i. a disagreement between two or more people or groups

4. Hospital workers provided a level of service throughout the pandemic, despite

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ATTACKING SERVICE WORKERS

Now in pairs, discuss the following questions.

6 Listening for gist

5. What can we do if we’re feeling angry?

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ATTACKING SERVICE WORKERS

2. The Covid-19 pandemic

3. Violent ﬁlms and TV shows

4. Doctors and nurses

6. The way people are educated in schools

7. People losing social skills

Part B: Choose one correct answer to the questions below.

1. What does Dr Rendell say about making a complaint in a restaurant?

a. It’s better to write an email than argue with a server.

b. Violence can be understandable in some situations.

c. It can be necessary if there is a problem.

a. We should avoid going out if we feel angry.

b. It’s important to view service workers as people.

a. You know nothing about their lives or their level of intelligence.

b. They may be having a particularly bad day.

c. They often don’t get paid well or enjoy their work.

4. What does Dr Rendell suggest if you need to complain to a service worker?

a. If you can, take a photo of the problem as evidence.

c. Ask how you can deal with the problem together.

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ATTACKING SERVICE WORKERS

Part C: Complete the following summary with one or two words.

In pairs, discuss the following questions.

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9 Extended activity - Roleplay

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6. Listening for gist

Host: What can we do if we’re feeling angry?

ATTACKING SERVICE WORKERS

ATTACKING SERVICE WORKERS

2. Scanning for vocabulary

1. insult 2. abusive 3. unruly 4. assault