cf_Six_Ws_Worksheet_for_Assessment_3 (1)
docx
keyboard_arrow_up
School
Capella University *
*We aren’t endorsed by this school
Course
1250
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
Pages
3
Uploaded by jollyrancher10717
Active Listening: The Six Ws
Review your assessment of your manager's voicemail and of your email to the customer. Then,
consider what, how, and why you need to communicate to the Shipping Department, making
notes of six Ws in the boxes below.
Who are you writing to?
John Smith
What is the problem?
The primary customer didn’t receive the shipment, cost, and
shipping need to be refunded, new order needs to be sent
out ASAP
What are your responsibilities
to solve the problem? What
responsibilities do others in
your organization have?
(What tasks still need to be
completed? What tasks need
to be done by the Shipping
Department? What are the
steps involved?)
My responsibilities: Communicate the new plan to John
Smith
John Smith: Send new shipment at no charge. Must arrive by
Wednesday. Send the shipment tracking number to the
customer by Tuesday
Jessica Shultz: Refund shipping fees to Printables by Tuesday
Who is responsible for
refunding the shipping fees to
the customer?
Jessica Schultz (Shipping Coordinator)
When does the tracking
number and replacement
order need to arrive?
The tracking number needs to be communicated as soon as
it’s available but Tuesday at the latest. The order needs to
arrive at Printables by Wednesday.
How will you confirm that the
Request follow-up from John Smith as each task is complete.
1
tasks have been completed?
Why is this problem urgent
and important?
The customer is our primary customer and we risk losing
them if we do not correct our error. Their order was over a
week late so the error may now be impacting the customer’s
business.
2
In addition, consider the following:
How do you think the
Shipping Department
Manager is feeling?
He should be feeling a sense of urgency as well.
Why do you think the
Shipping Department
Manager is feeling that way?
I have explained that the issue needs to be handled
immediately and have added that I need to be updated as
each task is completed.
What are you trying to
accomplish in the email you
are sending? In other words,
what is your purpose for
writing?
I am trying to convey the urgency in getting the tasks
completed so that the customer understands that we take
their business seriously and don’t want to lose them.
3
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help