AB221 seminar

have you or anyone you know attended a communications

seminar provided by an employer? If

so, in what ways was it more or less effective than

training that used other approaches?

2. Recount a situation you participated in or

observed recently in which all elements of

the communication model were successfully

implemented and resulted in a shared message.

Was the communication successful? What, if

anything, might have improved communication

between the sender and receiver?

3. Describe the behaviors of a person you know

who predominately uses a passive communication

style, one who uses an aggressive

communication style, and one who uses an

assertive communication style. How did each

of those styles impact upon their dealings with

customers and colleagues?

4. Assume that a customer returns an article of

clothing or a household item for a refund or

credit. Develop six queries a CSR might use in

this situation that make use of each type of

question: open, probing, closed, alternative

choice, leading, and direct.

In no more than 2–3 double-spaced, typed pages in 12-point font (Times New Roman), respond to the Assignment. You should include a title and reference page in addition to the 2–3 page response. Make sure to use only 2 citations maximum in this paper, as this should be original content. Be sure to include references for any resources you use.