1) you kept someone who is phoning you on hold for a long time 2) you have arrived late at a restaurant 3) you have spilt someone's drink 4) a costumer has shown you a dirty spoon 5) you have to tell someone their flight is cancelled 6) you didn't hear someone 7) your wife has found out about your girlfriend 8) you are telling someone they're losing their job 9) someone is speaking a language you don't know 10) you behaved badly when you were drunk last night

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