Reference no: EM132861120

1. 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.

5.In what ways can people communicate a mixed message? Give an example. What is a mixed message?