BTS AG ANGLAIS - gestion des conflits (document en anglais)
Note de Recherches : BTS AG ANGLAIS - gestion des conflits (document en anglais). Recherche parmi 298 000+ dissertationsPar dodo440 • 23 Avril 2014 • 340 Mots (2 Pages) • 2 737 Vues
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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