Essay
Assignment Psychological Communication 2: Professional Skills
- Instelling
- Vrije Universiteit Amsterdam (VU)
Assignment where there is a reflection on how I handled a complaint and how I improved my communication skills
[Meer zien]Voorbeeld 1 van de 4 pagina's
Voorbeeld 1 van de 4 pagina's
In winkelwagengesponsord bericht van onze partner
Verkoper
VolgenVoorbeeld van de inhoud
Complaint handling: Final assignmentCaroline Barbier (2623538), Group 26
Chapter 1: Handling a complaint
An online complaint handling conversation has been conducted via the platform
Zoom. The complainer came to me to complain about how long they had to wait for their dish
at a restaurant, which was also not cooked well. I started by giving them time to let off steam.
That way I could attentively listen to them and then make sure I understood their complaint.
The issue was that they had to wait longer to get their dish and then had to send it back. I then
acknowledged their complaint by showing understanding, apologizing for our mistake. This
was the second phase. I finally proposed, in the third phase, a solution and agreed with my
client that they would get a free meal the next time they will come to our restaurant. However,
I did not always stick to the plan as I thought that my interview was going to be too short
timewise and I thus made a break in my interview by saying “I just have five minutes now…”
and then proceeded to ask them if they had more complaints so I could get more time for the
interview. This conversation can be found on YouTube with the link provided here
(https://youtu.be/N7Un6zWuwSI).
My two learning goals for this conversation were the reflecting on emotions skill and
being concrete throughout the whole conversation. I chose reflecting on emotions as this was
a skill that I did not handle well when I practiced during the Dialogue Trainer simulation.
The second learning goal was concreteness as I tend to elongate a conversation by not
going straight to the point. I thus had to be concrete so that I could get the information needed
to correctly handle the complaint and not make my client more irritated than they could have
been if I was not being concreted.
Chapter 2: Observations
My two learning goals for the interview were reflecting on emotions and being
concrete. I will first analyze the reflecting on emotion skill.
I do not think I use that skill well as I emphasized more with my client instead of
reflecting on their emotion. I, for example, said, “I can understand that you are disappointed
and frustrated”. I should have better said “And you are disappointed” to better reflect on their
emotions. I should also not put two emotions together in a sentence as I want to understand
Voordelen van het kopen van samenvattingen bij Stuvia op een rij:
Verzekerd van kwaliteit door reviews
Stuvia-klanten hebben meer dan 700.000 samenvattingen beoordeeld. Zo weet je zeker dat je de beste documenten koopt!
Snel en makkelijk kopen
Je betaalt supersnel en eenmalig met iDeal, creditcard of Stuvia-tegoed voor de samenvatting. Zonder lidmaatschap.
Focus op de essentie
Samenvattingen worden geschreven voor en door anderen. Daarom zijn de samenvattingen altijd betrouwbaar en actueel. Zo kom je snel tot de kern!
Veelgestelde vragen
Wat krijg ik als ik dit document koop?
Je krijgt een PDF, die direct beschikbaar is na je aankoop. Het gekochte document is altijd, overal en oneindig toegankelijk via je profiel.
Tevredenheidsgarantie: hoe werkt dat?
Onze tevredenheidsgarantie zorgt ervoor dat je altijd een studiedocument vindt dat goed bij je past. Je vult een formulier in en onze klantenservice regelt de rest.
Van wie koop ik deze samenvatting?
Stuvia is een marktplaats, je koop dit document dus niet van ons, maar van verkoper carolinebarbier. Stuvia faciliteert de betaling aan de verkoper.
Zit ik meteen vast aan een abonnement?
Nee, je koopt alleen deze samenvatting voor €4,88. Je zit daarna nergens aan vast.
Is Stuvia te vertrouwen?
4,6 sterren op Google & Trustpilot (+1000 reviews)
Afgelopen 30 dagen zijn er 73918 samenvattingen verkocht
Opgericht in 2010, al 14 jaar dé plek om samenvattingen te kopen