Com-FPX1250 Wolfe, Faith Assessment 1 Attempt 1
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Capella University *
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1250
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Communications
Date
Feb 20, 2024
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docx
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Active Listening: The Six Ws
Listen closely to Wanda’s voicemail, making notes of the six Ws in the boxes below. Who first experienced the problem?
Primary Client –valued customer
What happened?
Someone within the department did not do their appropriate
job to ensure shipment went out at the right time causing an inconvenience to the customer What is the problem?
Primary client did not receive their shipment and it is now over a week late instilling distrust and inconveniences When did the problem occur and when was it discovered?
Initial problem occurred about a little over a week ago when the customer did not receive their shipment at the right time
and was discovered on Monday (about a week later)
Where did the problem occur?
The problem occurred within the department handling the shipment Why did Wanda tell you this message?
Wanda left the message because the problem needs looked at and addressed and needs corrective actions taken to facilitate a trusting relationship again with the person who made the mistake and the customer themselves How should the problem be addressed? What are the steps involved?
First you must investigate the situation and find out where the mistake happened and why it happened. Start at the very beginning to when the order was placed and follow the process line within the department that gets the shipment out. Assess each process to determine where the mistake was made. 1
In addition, consider the following:
What nonverbal cues do you notice? Consider pauses and changes in tone of voice.
There were a few changes in tone and a sense of urgency and maybe some anxiety/worry about this problem and how to fix it. How do you think your manager is feeling based on these nonverbal cues?
She feels frustrated with the situation, with some anxiety/worry about how to make it right and what can be done to rectify the situation and the relationship
Why do you think your manager is feeling that way?
She feels this way because it is a very important customer/client and this problem could affect the relationship with that customer
How important is the issue (minor, urgent, catastrophe)?
Why do you feel that way?
The issue is urgent as it should be corrected and handled urgently asap as this was a mistake made that has caused some trust issues. There needs to be a sense of responsibility held by the person who made the mistake and also within the department. 2
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