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.
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