ANSWERS
KEY TERMS
The answers to the statements (Key Terms) are placed below the statements: assertiveness noise channel nonverbal feedback conflict paraphrase decoding pet peeves encoding rapport feedback receiver filters sender global terms small talk
“I” or “we” messages two-way communication message verbal feedback
1. Involves incompatible or opposing views and can result when a customer’s needs, desires or demands do not match service provider or organizational policies, procedures and abilities. Answer: conflict
2. Messages sent to someone through some way other than spoken means. Answer: nonverbal feedback
3. Involves projecting a presence that is assured, confident and capable without seeming to be aggressive or arrogant. Answer: assertiveness
4. The response given to a sender’s message that allows both the sender and receiver to know that a message was received correctly. Answer: verbal feedback
1 5. Refers to factors, people or situations that irritate or frustrate a service provider and that, left unchecked, can create a breakdown in effective service. Answer: pet peeves
6. The silent bond built between two people when they share common interests and issues and a demonstration of a win-win, “I care” attitude. Answer: rapport
7. Dialogue used to enhance relationships, show civility and build rapport. Answer: small talk
8. The practice of a message receiver giving back in his or her own words what he or she believes a sender said. Answer: paraphrase
9. Messages that are potentially less offensive than the word “you,” which can be perceived as nonverbal finger pointing when emotions are high. Answer: “I” or “we” messages
10. The stage in the interpersonal communication process in which messages received are analyzed by a receiver in an effort to determine the sender’s intent. Answer: decoding
11. The stage of the interpersonal communication process in which a receiver responds to a sender’s message. Answer: feedback
12. Psychological barriers in the form of personal experiences, lessons learned, societal beliefs, and values through which people process and compare information received to determine its significance. Answer: filters
13. Refers to physiological or psychological factors (physical characteristics, level or attention, message clarity, loudness of message, or environmental factors) that interfere with the accurate reception of information. Answer: noise
14. Potentially inflammatory words or phrases used in conversation. They tend to inappropriately generalize behavior or group people or incidents together (e.g., always, never, everyone, everything, all the time). Answer: global terms
15. One of the two primary elements of a two-way conversation. Originates messages to a receiver. Answer: sender
2 16. One of two primary elements of a two-way conversation. Gathers the sender’s message and decides how to react to it. Answer: receiver
17. A communication delivered through speech or signals, or in writing. Answer: message
18. Term used to describe the method through which people communicate messages. Answer: channel
19. The stage in the interpersonal communication process in which the sender decides what message will be sent and how it will be transmitted, along with considerations about the receiver. Answer: encoding
20. An active process in which two individuals apply all the elements of interpersonal communication in order to effectively exchange information and ideas. Answer: two-way communication
3 ASSESSMENT CHECK Learning Objective 1 Explain the importance of effective communication in customer service.
1. What is the easiest way to find out how you communicate? Answer: The easiest way is to ask those who know you best. Unfortunately, many people are leery about requesting feedback, while most have difficulty giving feedback because they never learned how to do it or are uncomfortable doing it. You should ask a variety of people, because each person will likely have a different perspective.
2. What is there about you that communicates volumes about the organization and its focus on satisfaction? Answer: Your appearance, actions and ability to communicate say volumes about the organization and its focus on customer satisfaction.
3. What is the importance of effective communication? Answer: You represent your organization, and customers will respond according to you and your actions.
Learning Objective 2 Recognize the elements of effective communication in customer service.
1. Explain two-way communication. Answer: It is a process in which the individuals apply all the elements of interpersonal communication (listening, feedback, positive language) in order to effectively exchange information and ideas. Part of the process is deciding which channel best ensures clear message delivery.
2. What are the elements in the interpersonal communication model? Answer: The model consists of the environment, sender, receiver, message, channel, encoding, decoding, feedback, filters and noise.
3. Describe the element of noise in the interpersonal communication model. Answer: Noise consists of physiological or psychological factors (your physical characteristics, level of attention, message clarity, loudness of message, or environmental factors) that interfere with the accurate reception of information.
4 Learning Objective 3 Avoid language that could send a negative message and harm the customer relationship.
1. How would you avoid negative communications? Answer: Use positive words or phrases, rather than emphasize the negative.
2. Why are global terms such as always, never, everyone, all to be avoided? Answer: If you use one or more of these all-encompassing phrases and if your customer can give you just one example of an instance where your statement is not true, your credibility comes into question and you might go on the defensive.
3. What is involved in verbal finger pointing? Answer: This tactic involves the use of the word you, as in “you didn’t follow the directions I gave you.” This is like pointing your finger at someone or using a patronizing tone to belittle them. People are likely to react powerfully and negatively to this type of treatment.
Learning Objective 4 Project a professional customer service image.
1. Name a few words that the text lists as builders of customer relationships. Why are those good words? Do you think they should be used in writing all the time? Why or why not? Answer: Please You’re right Thank you May I? I can . . . . What do you think? Often, some I appreciate . . . . Probably one should use these all the time because just as you can turn off a customer with your word choice, you can also win them over.
2. You should make your customers feel special and valued no matter what type of work you do. Why will doing this lead to fewer instances of dealing with unhappy customers? Answer: You will get dividends of increased customer satisfaction, higher levels of customer trust in the organization, and reduced stress for you.
3. Why should you modify your wording when you ask customers to come back again or you say something such as “Thank you, please come back soon”? Answer: The key is to sound more personal so you may want to change it so it sounds more personal and the next person in line does not hear the same words.
5 4. What does taking or accepting responsibility mean when someone has failed to satisfy the customer? Answer: Take responsibility for what you do or say. Don’t blame others or hide behind the “they said” or “policy says” excuses. When something goes wrong, take responsibility to work to resolve the problem.
5. What are positive “I” or “we” messages? Answer: These in addition to avoiding “you” statements, the use of “I” and “we” focus on what you can do for the customer. Using “I” or “we” messages goes a long way in subtly letting the customer know that you have the knowledge, confidence and authority to help out.
Learning Objective 5 Provide feedback effectively.
1. How may feedback be transmitted? Answer: Feedback may be transmitted verbally (with words) or nonverbally (through actions or inaction).
2. Explain verbal feedback. Answer: This is the response given to a sender’s message that allows both the sender and receiver to know that a message was received correctly.
3. What message can one learn from watching body language? Answer: The way in which someone sits, stands, gestures, positions his or her face and the use of facial expressions can send positive or negative messages.
Learning Objective 6 Use assertive communication techniques to enhance service.
1. What is assertiveness tied to? Answer: Your level of assertiveness is tied directly to your style of behavior. Some people are direct and to the point while others are calm and laid back. Neither style is better or worse than the other.
2. Explain the meaning of assertiveness. Answer: Assertiveness involves projecting a presence that is assured, confident and capable without appearing aggressive or arrogant.
6 Learning Objective 7 Understand key differences between assertive and aggressive behavior.
1. Explain how you may be labeled assertive or aggressive. Answer: The manner in which you nonverbally or verbally approach, address, and interact with customers may label you as either assertive or aggressive.
2. How would you project an assertive image through your posture rather than an aggressive one? Answer: You should stand or sit erect but not rigidly. Occasionally lean forward to emphasize key points.
3. What are some causes of conflict? Answer: Common ones are conflicting values and beliefs, personal style differences, differing perceptions, inadequate or poor communication, contrary expectations, inadequate communication , goals that are out of sync with reality, opposition over shared resources, outcomes dependent on others, and misuse of power.
4. Provide several strategies you may use to deal effectively with conflict. Answer: Ways to deal with conflict include: Remain calm. Be proactive in avoiding conflict. Keep an open mind. Identify and confront underlying issues immediately. Clarify communication. Stress cooperation. Focus resolution efforts on the issues. Follow established procedures for handling conflict.
7 CRITICAL THINKING QUESTIONS Learning Objectives 1, 2
1. Why would knowing how you communicate be important to establishing effective two-way communication
Answer: A key element in making your interactions with customers successful is to recognize how you tend to communicate. Since two-way communication involves a sender and a receiver, each contributes to the communication process. Deciding which channel is the best to use is part of the process of clear message delivery.
2. Where in the interpersonal communication model do you find decoding; what does decoding do to the process?
Answer: Decoding occurs as you or your customer converts message received into familiar ideas by interpreting or assigning meaning. Depending on how well the message was encoded or whether filters interfere, the received message may not be the one originally sent.
Learning Objectives 3 and 4
3. How are avoiding negative communication and communicating positively related?
Answer: Use positive words or phrases rather than emphasize the negative. Your choice of words or phrasing can lead to satisfaction or to confrontation or it can destroy a customer-provider relationship. Avoid words or phrases that damage a customer relationship, such as global terms. Avoid “finger pointing” terms, also, which usually involve the use of the word you.
Learning Objectives 6 and 7
4. Explain the difference between using assertive versus aggressive language with customers.
Answer: Assertiveness is tied to your style of behavior and is good for problem solving. Using aggressive language may escalate the problem. The tone and the way in which questions and comments are made to a customer may signal aggressive behavior. Good examples of the attitude/tone are shown on pages 76 and 77 in Chapter 3. The Customer Service Success tip on pages 76-77 also emphasize how the two may differ.
8 5. Explain conflict and give examples of ways it can be exhibited.
Answer: Conflict should not be viewed as either positive or negative. It is an opportunity to identify differences that need to be addressed with internal or external customers. Conflicts can occur between individuals, groups and an individual, an individual and an organization, organizational groups, and even between organizations.
PRACTICE TEST ANSWERS
True- Learning Page Multiple- Learning Page False Objectives Choice Objectives 1. F LO1 62 1. D LO1 62 2. T LO1 62 2. C LO2 63-64 3. T LO2 62 3. A LO3 64 4. F LO2 63 4. B LO3 64 5. F LO3 64 5. D LO4 64-68 6. F LO4 64 6. B LO4 65-66 7. T LO4 65 7. C LO4 66 8. F LO4 66 8. D LO4 67 9. T LO4 67 9. A LO4 68 10. T LO4 71 10. D LO4 68-69 11. F LO5 73 11. B LO5 73 12. F LO5 74 12. A LO5 73 13. T LO6 74 13. B LO6 74 14. T LO7 76 14. B LO7 76 15. F LO7 77 15. D LO7 79
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