Interpersonal Communication Case

Initial ARP w/empathy- (0:29) (6:00) The client is having difficulty contacting a CCS assigned to his file and he decided to call CR to express this difficulty. We should offer an empathy in the ARP format to acknowledge his difficulties, foreshadow how we can assist and pivot to obtain the account information. ( " I am sorry to hear you are unable to contact him, I'll be more than happy to help you get you in contact him, is there a phone number I can locate you file with?")

Empathy-(4:52-5:01) Talisha provided empathy in the beginning of the call regarding his concern of the situation. However, there was a missed opportunity toward the end when the client stated it took a long time to contact the right team during his call. We should take the time to empathize with the client to show care and concern. "I apologize for the difficulty reaching out to us."

Empathy (0:15) ( 0:40) There were moments to offer empathy to the client upfront in the call when she expressed frustration. Consider using the ARP skill to respond to the client's concerns to ensure the

( 7:00) She the conversation by offering empathy regarding the client's concerns and began to dig deep about speaking with the DA.

The patient reported, business is going well and showed this writer the house he is currently renovated on his own. This writer was immediately impressed with the patient work and commends the patient.

From here, she confirms the deposit that is collected and confirmed the funds were refunded from the previous day.

DeAngelia is sure to inquire if there were any further questions, prior to ending the call politely.

She confirms the client's username and email address on the file to confirm he is using the correct information.

Chelsey greets the client in a polite tone and recaps his concerns to ensure she understands correctly.

Rebecca ends the call strongly by inquiring if there was anything further she could assist with and politely.

Prior to ending the call, she is sure to inquire if there were any further questions.

The rise in social media usage leads to a drop in interpersonal communication. The lack of interpersonal relationships remains to be a focus of many research studies determining if this leaves social media users more or less connected to peers. One study compares the time spent on the Internet for communication purposes and non-communication purposes in regards to how this affects friendship quality (Selfhout, Branje, Delsing, Bogt, & Meeus, 2009). Results from this study find that the most depressive subjects recorded are from people who report low friendship quality and mainly use the Internet for non-communication purposes. Researchers also study whether the quality of existing friendships suffers due to the depressive nature of the participants

Great job using positive wording to encourage the client they were heading in the right direction. She walks the client step by step as he creates his account.

Empathy- ( 1:35) (2:35) There were a few opportunities to offer empathy to the client for any inconvenience she had while setting up the account. We want to show the client care and concern to provide the best client experience. (I apologize you had difficulty with the website. )

Sharane greets the client in a polite and a professional tone. She recaps the client's concerns to ensure she understands with clarity.