Interpersonal Communications Case

client being served is treated fairly and their services beneficial to the course of their

She is very polite and courteous as she explains the password link process, and as she offers her assistance.

In the first unmet need, RP was having a bad day and has been stressed and wanted to talk to SELF about it. However, SELF was busy and with his own stresses and studying to give her the attention she wanted, and he felt that RP was not being considerate and selfish. This unmet need does not seem to elicit a strong emotional reaction because it seems more like a response to a momentary stressor, rather than an issue threatening the relationship (342, 371-2). Three sad word and two anger words are attributed to RP. One sad word was attributed to SELF. The higher use of sad words relate to RP’s inability to meet a goal, which was the source of her original frustration and anger about her stress, which then carried over into sadness and anger over not getting the attention she wanted from SELF. Since SELF has been able to reflect over the issue and come to an understanding of why RP was upset (337-43), all of his use of emotional words is focused on his partner’s emotions, rather than his own. The anger words used by RP relate to her negative communication behaviors. She got upset with SELF, and she would only give him succinct responses which can be a form of showing disinterest (294) and eventually shut down and refused to talk (312).

He ends the call nicely by congratulating MRQ on the loan closing and on a polite note.

The customer is call back to ask where the online money transfers reversal is. The specialist fully authenticated the customer with full name and the customer passed OTP. The specialist advised the customer that money was back on 11/02/2017. The customer still could not locate on her end so the specialist transferred the customer to OCS to help her to look over her

Maintaining control-dead air-(2:50-3:16) At this time, Shay does not properly foreshadow her dead air. We should be sure to foreshadow properly do that the client is engaged in the call at all times. Consider stating, " I want to make

She ends the call strongly by inquiring if there any further questions or concerns and the call ends politely.

She does a good job suggesting to contact the TSI team to confirm the available options regarding the refund.

She offers empathy for the client's concerns and offers her assistance to help resolve his issue.

Digging deep- The clients initial statements in the call were, he was awaiting a call back from Stephen, that he had not received yet. After verification, Taniesha confirms the client was expecting a call back from the SC, however,

- Conclude the call properly. Matt misses the opportunity to ask the client if he has any further questions. We do this to help promote a one call resolution.

Laura greets the client in a polite and a professional tone. She does well with recapping the client's concerns and gathering information to better understand the issue.

Both My Dad and I are very different people. We have a very complex relationship and our differences make it hard for us to connect. We have vastly different styles of conflict, we do not communicate in the same way. We miscommunicate often which leads to frustration on both of our parts. Not to mention a big conflict in our relationship is that I am older, going to school, and still living at home. There are many outside factors that may contribute to our difficulties. One major one that adds to his frustration is my brother’s handicap which requires him to live at home without a job or a car. I have explored their relationship in other papers that I have done. I realize that this relationship may (and has) made our relationship difficult.

K is a single, Caucasian, bisexual, male student at U. He is sophomore wishing to major in I.

MSTT met with Quaiesha for an individual session to address how her weekend went after our session on Friday of last week. Quaiesha explained everything went well because she continues to isolate herself from her father. MSTT asked why and she explained how she still believe her father owe her an apology for the things he mentioned to her during their previous verbal altercation. Quaiesha expressed not wanting to be around him at this time because she is finding it hard to hold her frustrations in around him at this time. MSTT worked with Quaiesha on controlling her emotions and developing some coping skills to help her deal with the frustration because isolating herself is not good because it can lead to other things like depression. MSTT