There are seven problems (customer complaints) listed at the end of the Unit 3 Lecture: Assertiveness Training Video page. Your instructor will assign you one of these problems. Your instructor will post your assigned problem here in this forum. Since there are only eight problems, several of you may be assigned the same problem. This is not a collaborative project! It will be interesting to see how your responses differ.
Once you have your assigned problem, complete the following in your initial post:
- Include the problem number and a brief description of the problem in your post.
- Prepare your response to the customer. Using one of the techniques in the Assertiveness Training video, work out the best way to respond to this very upset customer. Write your response just like you are talking to this customer!
- You must identify the assertiveness technique you used: fogging, negative assertion, or negative inquiry.
- You must explain why you selected this particular technique.
- You must justify your response to the customer. What do you hope to achieve?
Select one of the problem below
This is a relatively easy discussion forum. Everyone should achieve 100%, however you must be thorough! You must justify your choice of technique and the way you respond. PLEASE follow your directions carefully.
Your assigned problems are located in the Assertiveness Training Lesson here in Unit 3. They are NOT the sample scenarios found here in the discussion forum itself.
Please include the Problem Number in the subject bar, along with a "meaningful" subject bar text. This is not collaborative - Two of you may be responding to the same assigned problem.
Problem 1: (Assigned to Abunada, ) If you'd pay closer attention to what I'm saying, you'd be able to give some kind of help. What are you? Some kind of moron? Can't you listen?
Problem 2: (Assigned to Angues, Loney & Madrid) Don't talk to me like I'm some kind of idiot! All you people are alike.
Problem 3: (Assigned to Badgett, Kincaid & Neal) We've had to replace every single copier you sold us. What the heck are you selling here other than defective equipment?
Problem 4: (Assigned to Baidoo, Hunt & Ready) Every single time I call this number, I have to wait at least ten minutes before I get a live person. I am sick and tired of this. Are all of you on break? What's the story here?
Problem 5: (Assigned to Bennett, Harlan, & Stolzfus) You're not offering any help at all. I'm going to call your manager and issue a formal complaint about you.
Problem 6: (Assigned to Coleman, Greene & Wembi) Every time I have a problem, you blame it on the manufacturer. It's always someone else's fault. As usual, you're taking the easy way out and passing the buck.
Problem 7: (Assigned to Converse & Erb) What kind of training do you have? Do you have any idea what you're doing?