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BTS AG ANGLAIS - gestion des conflits (document en anglais)

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DESCRIPTION OF THE SITUATION OF COMMUNICATION

Nom :

Prénom :

N° de matricule :

THE STATE OF COMMUNICATION

Vécue OUI  NON

Observée OUI NON

Imaginée OUI NON

 Réception  Négociation

 Organisation d’un évènement  Gestion des conflits

ORGANIZATION CONCERNED

Name/Industry : “nom de société”

Wholesaler article plumbing and fittings

THE CONTEXT OF THE SITUATION

Scope: Every day, I received phone calls. That day, a disgruntled customer called concerning the amount of the invoice.

Place / Time (if any): within the company via phone for 15 minutes

Techniques and communication tools:

* Active Listening: Building a trusting relationship with the customer.

* Question: Have diameters and precise detail of each item requested.

* Reformulation: Recap all items required by the customer.

THE CHARACTERS

Presentation of the protagonists : The customer and I (trainee)

Relations between the protagonists: Customer/Company

PROBLEMS ENCOUNTERED ISSUES

The customer was angry at some point because I asked him to repeat one or more times. Although I said at the beginning that I was only an intern so I did not know all the items.

I ask a manager to help me find the invoice for the information because it was a client who owed money and normally it is the accounting department that manages the problem but the person was absent.

SOLUTIONS BROUGHT OUTCOME

- Have all information

- Find the invoice

- Meet their expectations

- Explain why he had the money

I remained calm and the client also, Because I could inform him on his invoice.

After using the head, I could give him the information. I have established sends a letter containing the address of his account in our company

...

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