16 Mar 2003


Tizzy came into work with a broken tooth today. Everyone noticed, but we pretended that we didn’t. Call Centre Tony suggested that she could chew polo mints without breaking them.

Later in the day she got upset about it and I had to call her to one side.

“My boyfriend did it.” She sobbed.

A bitter taste filled my mouth when I realised that we had been ridiculing her pain. I also realised that the floodgates were about to open and I was not sure I could cope- domestic violence and a trip to the refuge – and I had some vital filing to do this afternoon.

Nevertheless, I switched to EMPATHY: “I’m sorry to hear that. What happened?”

“Well he bought me some Thorton’s special toffee, and he KNOWS that my cap always comes off when I eat it.”