COM-FPX1250_BluntBrandon_Assessment1-1

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Capella University *

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1250

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Communications

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Jan 9, 2024

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docx

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Active Listening: The Six Ws Listen closely to Wanda’s voicemail, making notes of the six Ws in the boxes below. Who first experienced the problem? The client who called Wanda was the first to experience the problem. What happened? The client never received the shipment from us. What is the problem? The client was expecting the shipment over a week ago and is very upset When did the problem occur and when was it discovered? The shipment is over a week late and Wanda left her voicemail on Monday. Where did the problem occur? The problem occurred during either the ordering or shipping process. There could have been a problem with the ordering system, missed at the warehouse or even in the shipping process itself. Why did Wanda tell you this message? Wanda left the message so that I can contact Sarah Robbins to explain the situation and also to provide details around how we are going to make this right for them. We are going to refund the shipping cost and the price of the product. We will also make sure it is there by Thursday. How should the problem be addressed? What are the steps involved? ABC Inc will refund the shipping cost and cost of the product. We will also make sure the shipment is at the customers by Thursday. 1

In addition, consider the following: What nonverbal cues do you notice? Consider pauses and changes in tone of voice. Wanda emphasizes certain words and pauses between sentences which emphasizes the importance of what she is saying. The tone of her voice is also an indication of how serious this is. How do you think your manager is feeling based on these nonverbal cues? Wanda is upset and wants this resolved as quickly as possible. Why do you think your manager is feeling that way? This issue happened to her primary client and needs to be resolved quickly. This is now costing the company money instead of making the company money. How important is the issue (minor, urgent, catastrophe)? Why do you feel that way? This is an urgent issue and Wanda is was stressed and anxious during the message. If not resolved quickly, the company could lose a client and this could have future financial ramifications. 2

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