Critical Thinking Scenario
Sally is a 34-year-old woman who works in the customer service department for a small company that
sells printers. Her job involves speaking with customers and addressing their concerns for 8 hours a day.
Unfortunately for Sally, customers only reach out to her department when there is an issue with their
Once, after a long day of listening to customer complaints, she felt drained and agitated. She wanted to
relax, so she went to dinner with some colleagues. The colleagues began discussing an issue at work
that was causing friction between departments. Sally did not agree with her colleaguesâ€™ viewpoint on the
causes of that friction, but she did not want to say anything because she felt she did not know enough
about the topic. For the remaining part of the discussion, Sally nodded her head and appeared to agree
with her colleagues to avoid confrontation. After this dinner, she decided not spend time with these
colleagues outside of work anymore.
The next day at work, Sally spoke with a customer who wanted to dispute the terms in the warranty for
the product. The customer explained to Sally that he understood the terms of the warranty, but the printer
was vital to his business. He explained how the ability to print materials equated to his ability to feed his
family. He asked if there was any way Sally could help. Sally imagined herself in the customerâ€™s position
and decided to find additional options for the customer. In the end, Sally was able to de-escalate the
situation and assist the customer.
This interaction with the customer led her to question their warranty, and she decided to speak with her
manager to get it changed. She stated that the current warranty was inadequate because it did not
provide customers with enough time to determine if the product would function appropriately. She
provided supporting evidence to show that many printers failed only 1 month after the 1-year warranty
expired. She also calculated the number of customers with failed printers that bought a replacement
printer from the company she worked for. Sally proposed that the warranty be extended to 18 months.
Unfortunately, her manager did not agree with her argument nor provide an argument against extending
the warranty; instead, he asked, â€œHow can you argue for a change in the warranty when you are late to
work most of the time?â€ Sally decided she would continue to argue for changing the warranty with the
companyâ€™s leadership, and, after several meetings, Sally was able to get her proposal approved and the
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Title of Paper
Title of Paper
Often the most important paragraph in the entire essay, the introduction grabs the reader’s
attentionâ€”sometimes a difficult task for academic writing. Triple-click your mouse anywhere in
this paragraph to replace this text with your introduction.
Elements of Critical Thinking
In this paragraph, focus on the elements of critical thinking apparent in the scenario.
What barriers to critical thinking were apparent? Review Paragraph 2 of the scenario and Weeks
1 and 2 course content. How were the barriers to critical thinking presented? Do you believe that
Sally possesses characteristics of a good critical thinker? Why or why not? Review the entire
scenario and consider her handling of barriers, reason, emotion, communication, and fallacies
when you answer. Replace this text with a well-developed paragraph including a topic sentence
and transitions. Triple-click your mouse anywhere in this paragraph to replace this text with your
1st body paragraph.
Reason, Emotion, and Communication
In this paragraph, focus on the role that reason, emotion, and communication play in the
scenario. How does Sally demonstrate reasoning in this scenario? How did emotion affect Sallyâ€™s
critical thinking? Review Paragraphs 2-4 to look at reason and emotions in the scenario and the
course content in Week 2. What type of communication style does Sally use while at dinner with
her colleagues? Why do you believe this? Review Paragraph 2 of the scenario and Week 2
course content. Replace this text with a well-developed paragraph including a topic sentence and
transitions. Triple-click your mouse anywhere in this paragraph to replace this text with your 2nd
Fallacies and Argument
In this paragraph, you will explain the fallacies and arguments presented in the scenario.
What fallacies are present in the scenario? Review Paragraph 4 of the scenario and Week 3
course content. What is the main argument presented? Do you believe the argument is valid?
Why or why not? Review Paragraph 4 of the scenario and Week 4 course content. Replace this
text with a well-developed paragraph including a topic sentence and transitions. Triple-click your
mouse anywhere in this paragraph to replace this text with your 3rd body paragraph.
The concluding paragraph summarizes the key points from the supporting paragraphs
without introducing any new information. Triple-click your mouse anywhere in this paragraph to
replace this text with your conclusion.
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