S1.25 BUSM4573 Week 3

"Communication takes place in the mind of the 1/........... , not the 2/............ ” ​Peter Drucker

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Winning or losing an argument with a guest is rarely a victory for anyone. In the end, it’s all fruitful.

• True

• False

Both winning and losing an argument with the staff who failed to serve the guest will all lead to:

• 1) Improved service and better staff relationships

• 2) Increased conflict and unresolved issues

• 3) Positive feedback from the guest

• 4) A more productive work environment

In solving problems, the IDEA model stands for:

• 1) Identify: PROBLEM
  Develop: SOLUTION
  Execute: PLANS
  Assess: RESULTS

• 2) Identify: ISSUES
  Develop: SOLUTIONS
  Execute: A PLAN
  Access: RESULTS

• 3) Identify: PROBLEMS
  Develop: SOLUTIONS
  Execute: A PLAN
  Access: RESULTS

• 4) Identify: PROBLEMS
  Define: SOLUTIONS
  Execute: A PLAN
  Assess: RESULTS

The Assessment 1 will help you practice critical thinking, problem-solving, and professional communication skills to effectively address the issue. Your work must include two parts:

• 1) Part A: Problem Identification and Solution Development
  Part B: Professional Written Report

• 2) Part A: Situation Overview
  Part B: Client Feedback Analysis

• 3) Part A: Market Research
  Part B: Client Communication Strategy

• 4) Part A: Situation Analysis and Problem Solving
  Part B: Professional Written Complaint Handling Letter

To bring the most satisfaction to the organization, Assessment 1 asks you to read the MARCEL GROUP scenario and ADDRESS ALL client COMPLAINTS.

• True

• False

In the ASM1, You can't not write the letter(Part B) without analyzing the complaint and forming solutions (Part A). The "when," "where," and "how" make your plan concrete. "How" asks you to think of all the ways to bring your plan to execution and make it work.

• True

• False

When giving constructive feedback, which technique is most popular in use that creates a healthy discussion?

• Hotdog

• Pizza

• Sandwich

• Baguette

In sandwich technique, when transitioning from praise to constructive feedback, it's important to avoid words such as ___ that sound overly critical, abrupt, or that might make the person feel defensive.

Which framework is used to structure clear and effective communication in a discussion?

• SHAPE (Summary, Help, Argument, Point, Evidence)

• BRAT (Burgers, Reason, Argument, Toppings)

• FIZZ (Fact, Information, Zest, Zing)

• PREP (Point, Reason, Evidence, Point)