Unit 105 Multiple choice questions Recognise and deal with customer queries, requests and problems 1. Deal with queries and requests from customers in a positive and professional way you would: a) Tell them you don’t have time to deal with them and direct them towards a colleague. b) Smile and remain calm, listen to what your customer is saying, tell them you don’t have enough time to deal with them and that they should seek help from somebody else. c) Smile and remain calm, listen to what your customer is saying, provide adequate time to deal with them effectively. 2.
I reflected this back and explained to the speaker I felt they were perhaps anxious and agitated about the topic being discussed. The speaker was not aware that they were expressing any from of body language and agreed with the feelings suggested. This reflection then enabled us to carry on and explore these feelings further. “Stereotyping and prejudice are natural human behaviours” (COSCA HANDOUT). In order to protect the speaker and the counsellor throughout the helping process, ensuring justice, fairness and non-discriminatory practice to both parties, a code of ethical framework is followed.
The reaction of a s/u is important, they could be in pain, different opinions and portray their feelings. Finding out a s/u communication and language needs is to speak clearly, fluently without hesitating making sure you are understood, if the s/u cannot speak then you can do sign language, communication books, pictures, writing. If you are having problems communicating with your service user then I would ask my manager. If you talk in jargon the s/u will not understand you. Good communication and understanding of your s/u and offering appropriate feedback, they may have a hearing problem and may not get the whole conversation, making sure that there is not any other noise going on in the back ground so that you are clearly understood by either body language, attitude and signs.
If something is not the way a customer wanted it to be, we try our best to accommodate the customer. Rather than being hostile, this company embraces correction and uses it as a learning tool. Being precise about what will be provided is key to reducing complaints. During operations managers will always be on site. That manager and key staff member will asked the customer before, during and after the event is there anything they would like to change.
When promoting effective communication you should ensure that you have all the information on how the individual prefers to communicate, and to be very aware of the environment, ensure there are no distractions, for you or the service user. Be sure you have enough time to listen as you do not want to appear to be rushing them as this may seem to them that you are not really interested in what they have to say, and this could affect their relationship with you and if they need to speak to someone they trust about an important issue they will have doubts about coming to you, which could
These guidelines will help both of them to resolve their issues in a positive manner, rather than yelling at one another. Guideline number one is expressing anger directly and with kindness. Instead of starting an argument about Leonora going back to work, they could address the pros and cons
It’s also easier to make the critical voice ego dystonic, something the client eventually rejects as “not me.” At the same time that you are identifying and naming the pathological critic, you can also introduce the client to his or her “healthy voice.” The healthy voice is the client’s ability to think realistically. By emphasizing and strengthening this ability you are positioning the client to begin talking back to the critic. Names that are typically used for the healthy voice include “my rational part,” “my accepting part,” “my compassionate part," “my healthy coach,” and so on. Choose a name that fits the client’s self-concept (i.e.,
Section 1: Understand the Role of the Social Care Worker You should try to handle conflict situations by remaining calm, ending the conflict before it escalates and remaining respectful of others. However, there are times when this may seem impossible and the following skills are required: openly discuss differences in a calm and rational manner. For example, when having heated professional discussions with colleagues: – avoid rising to challenges or suggestions that you are incorrect – ask colleagues to listen to you and respect your opinions, but also respect their opinions – if you feel you cannot resolve a conflict situation with a colleague then speak to your line manager – respect the advice and guidance which qualified colleagues
Human service professionals can aid in the process of helping the client, but it is ultimately up to the client to decide if they want to help themselves. In helping a client it is always good to listen as the client will tell you what they, are seeking and they will pass along clues that can be used to help the m return to self- help. Many times clients are not comfortable when they bring needs to the human service workers so at that time it is necessary in the helping process to break the ice and make them feel comfortable. Once that happens then the process can begin. Asking correct questions is also part of the helping process, never insinuate or ask questions that may put a client on the defense as this may lead to
4.2 Explain ways to maintain confidentiality in day-to-day communication? One of the easiest ways to breach confidentiality is by chatting about work to friends or family and letting slip people's names, especially if you've had a stressful day. The best way to avoid this is to learn to refer to individuals as 'my client'