Scenario

You work for a small-medium sized organisation. You meet with lots of customers each day. You have been meeting with many very angry customers because they have not been receiving their products on time or they have been receiving them damaged. You have just finished dealing with a very angry customer who has really annoyed you. Your supervisor walks in. You are feeling guilty because you snapped back at the customer a couple of times, but you are afraid to say anything to your supervisor because you do not want to get into trouble. At the same time, you want to express your annoyance and give your supervisor feedback about the many customers coming in very upset.

You are to demonstrate that you have been actively listening to the customers' complaints and are able to give your supervisor feedback of the issues.

Content

Answer the following questions:

1.Describe the listening process and explain how active listening has value in professional situations.

2. List at least three benefits of effective listening in business.

3. Identify five ways to become a more effective listener.

4. Discuss barriers to listening in a diverse workplace?

5. Explain how constructive feedback is provided to foster an open organisational culture.

6. Using the above scenario, explain how you would approach your supervisor to outline the customer complaints, using your active listening and effective feedback skills.