Question 3 [30] 3.1 Telephonic communication is an essential part of any organisation. Appropriate phone call etiquette

[answerhappygod]

Question 3 [30]
3.1 Telephonic communication is an essential part of any
organisation. Appropriate phone call etiquette will have a positive
effect on any interaction between an employee of an organisation
and a customer.
Analyse the following extract from a telephone conversation between
the telephone operator and a customer to determine which six
problems occurred and how these problems can be corrected.
Operator: Hello!
Customer: Is that the ABC Agency?
Operator: Yes, my dear.
Customer: Could I please to Ms Roder?
Operator: What? Who’s calling?
Customer: John Lowe from Venice Consultants.
Operator: She’s busy with an important client, John. Sorry!
(12)
3.2 Interaction with customers in emotional contexts requires very
specific strategies. Why would you use reflective listening and
avoidance of personal involvement in such a situation? (4)
3.3 Read the following scenarios related to presentations and
explain the reasons for the ineffectiveness of the presenters in
each scenario:
3.3.1 The Human Resources manager arrives five minutes late, seems
to be flustered and starts to read from his notes. (3)
3.3.2 During a presentation to a group of new customers the
director of marketing does not face the audience but looks at the
screen on which he displays all the information that he is sharing
with the audience. He also makes a very brief general reference to
a new product. (3)
3.4 Coaching takes place in all organisations. However, all
coaching is not always effective. Which principles should be
applied to ensure the effectiveness of the coaching process?
(8)