VETEXAM4

Question 1

overcming challenes to communication

Answer 1

-cultral differences
-attitudes
-poor listening skills
- unsuitable communication methods
- assumptions
- exclusivley negative feedback
- oversharing

Question 2

overcming challenes to communication - poor listening skills

Answer 2

passive listening: hearing but not truly understanding

Question 3

overcming challenes to communication - unsuitable communicaiton methods

Answer 3

use of right method can affect the effictiveneness of what is being comm ex: emails for non sensitive info, face to face for complex situations

Question 4

overcming challenes to communication - assumptions

Answer 4

making assumptions when they have not had clear com abt facts, leading to confusion n poor productivity

Question 5

overcming challenes to communication - oversharing

Answer 5

can create difficult situations, can be spread or used againts you

Question 6

comm for people with disabilities or special needs

Answer 6

• voice recognition software

-comp screen readers: for impaired vision, transmit text on screen through synthetic voice or braille display

• screen enlargement applications: enlargens visual outputs to allow for easier viewng
• face to face comm: speak normally, provide help, closed q

Question 7

dealing w workplace cnflict: sources

Answer 7

differences in personality, unsure of resp, poor comm, lack of resources, poor work relations

Question 8

approaches to conflict

Answer 8

• confonting collaborations: taking cllaborative problem soling approaches, aim of reaching positive outcome

-avoiding
-forcing/competinga: framing the conflict as comp where both parties wanna win but only one gets their way

• accomodating: allowing them to win
  -compromising: parties meet in middle n find acceptable solutions

Question 9

customer needs and expectations

Answer 9

• accuracy and specific info
• advice on general info
• complaints: respond it promptly and seriously
• fair, polite, professional
  -making appoinments: be clear of tme, date and purpose

Question 10

to accurately identify customer needs

Answer 10

• listen activly
• verbal com: be direct,clear, consider speed
• seeking feedback from customer to confirm understnding of needs
• non verbal com: body lang
  -appropriate q

Question 11

rapport building relationships by

Answer 11

• being presentitive
  -good comm
  -being empathatic
  -honesty

Question 11

6 steps to dealing w customer complaints

Answer 11

1. listen
2. ask q
3. emphasize
4. apolagise
5. ask customer how they would like to solve the issue
6. solve it

Question 12

customer service to blind

Answer 12

• be extra discriptive

Question 13

customer service to hearing issues

Answer 13

visuals/written inffo

Question 14

customer service to teen

Answer 14

provide clear explanation and demonstration