Active Listening- The Six Ws
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Listen closely to Wanda’s voicemail, making notes of the six Ws in the boxes below.
| Who first experienced the problem?
|
The client was the first person to experience the problem. |
| What happened?
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The client had ordered a shipment at ABC Inc., but after waiting for more than a week for the shipment, they decided to contact the company to ask about the shipment and complain about the delay.
|
| What is the problem?
|
The main problem was the delay in the shipment delivery and lack of communication from the company concerning the status of the delivery.
|
| When did the problem occur, and when was it discovered?
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The problem occurred after the client failed to receive their shipment for over a week. However, the company discovered the problem after the client complained about the late delivery. |
| Where did the problem occur?
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The problem occurred in the company’s delivery and shipment department. |
| Why did Wanda tell you this message?
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Wanda shared this message because one of my roles as a customer service specialist at ABC Inc. is to ensure that customer grievances are addressed and that customers are satisfied with the services offered by the company. |
| How should the problem be addressed? What are the steps involved?
|
The problem should be resolved by maintaining transparent communication with the client and ensuring that the client’s needs are met. One of the steps that should be taken to address the problem is apologizing to the client for the delay and informing them that the company will refund their shipping charge right away. The second step is scheduling another delivery and shipping the item to the client within the agreed timeframe. |
In addition, consider the following:
| What nonverbal cues do you notice? Consider pauses and changes in tone of voice.
|
The main non-verbal cue that I noticed in the conversation was the changes in tone. For example, Wanda changes her tone when stating that the client is a primary customer to emphasize the need to address the issue as soon as possible. |
| How do you think your manager is feeling based on these nonverbal cues?
|
I think the manager is feeling worried. |
| Why do you think your manager is feeling that way?
|
The manager is feeling worried because the company has messed up one of the company’s most important clients. |
| How important is the issue (minor, urgent, catastrophe)? Why do you feel that way?
|
The important is urgent because the client whose shipment has been delayed is a primary customer. Therefore, the company needs to address the issue effectively within the shortest time to avoid losing the customer and ruining the company’s reputation. |
Voicemail
Hello Wanda. I am sorry about what happened to the client. I will follow up with the delivery team to determine what happened to avoid such an issue from happening again. In the meantime, I will inform the finance team to issue a refund for the shipping charge right away. I will also mobilize the delivery team to ensure that the client gets the shipment by Thursday by prioritizing the client’s shipment. I assure you that I will track the delivery process and ensure there are no additional issues that could damage our company’s relationship with the customer. I am also planning on contacting the client to apologize for the issue and keep them updated on the progress of the shipment. Please let me know if there is anything else that you need me to do in regard to the issue. Goodbye.
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Question 
Listen to Active Listening: Voicemail. You may want to read the transcript for additional clarity.
Assess the voicemail using the Six Ws you learned about by completing the Six Ws Worksheet for Assessment 1 [DOCX].
Now that you have heard the voicemail and applied active listening skills to the message apply oral communication skills to effectively respond. Record your voicemail response. Make sure your response:
Describes the main points from your manager’s message.
Active Listening- The Six Ws
Use neutral language and tone appropriate for a response to your manager.
Assesses the importance of the issue based on the manager’s tone.
It is limited to one minute or less.
Evaluate your voicemail and how you think Wanda would react by reviewing it and seeing if you think it addresses what you noted on your Six Ws Worksheet for Assessment 1 [DOCX] worksheet. If needed, re-record your voicemail.
Submit your voicemail, along with your completed Six Ws Worksheet for Assessment 1 [DOCX] worksheet.
By successfully completing this assessment, you will demonstrate your proficiency in the following course competencies and scoring guide criteria:
Competency 1: Interpret a speaker’s message to develop an appropriate response.
Describe the main points of a message.
Assess the importance of an issue based on a message’s tone by considering the Six Ws of communication.
Competency 2: Develop professional written communications in a well-organized text, incorporating appropriate evidence and tone in grammatically sound sentences.
Address the appropriate audience using professional language and tone.
Speak concisely and directly, using an active voice.
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