EFFECTIVE telephone communication
Group Members:Examples of times when telephone communication can occur in a business: (use bullet points)
Qualities of EFFECTIVE telephone communication:
SCENARIO of roleplay:
An angry customer has called in to NTL (internet service provider) because their internet is not working.
INEFFECTIVE telephone communication
Group Members:Examples of times when telephone communication can occur in a business: (use bullet points)
Qualities of INEFFECTIVE telephone communication:
SCENARIO of roleplay:
An angry customer has called in to NTL (internet service provider) because their internet is not working.
EFFECTIVE written communication
Group Members:Examples of times when written communication can occur in a business: (use bullet points)
Qualities of EFFECTIVE written communication:
SCENARIO of roleplay:
An angry customer has written a nasty letter to Transport for London (responsible for running London’s buses, tubes, DLR, trains . . .) complaining that there were severe delays on the tube yesterday morning which caused the customer to be late for an important meeting. The customer is demanding a written response. (For your role play, you will read out the letter you have written in response – use the back of this sheet.)
INEFFECTIVE written communication
Group Members:Examples of times when written communication can occur in a business: (use bullet points)
Qualities of INEFFECTIVE written communication:
SCENARIO of roleplay:
An angry customer has written a nasty letter to Transport for London (responsible for running London’s buses, tubes, DLR, trains . . .) complaining that there were severe delays on the tube yesterday morning which caused the customer to be late for an important meeting. The customer is demanding a written response. (For your role play, you will read out the letter you have written in response – use the back of this sheet.)
EFFECTIVE face-to-face communication
Group Members:Examples of times when face-to-face communication can occur in a business: (use bullet points)
Qualities of EFFECTIVE face-to-face communication:
SCENARIO of roleplay:
An angry customer has come in to your electronics store complaining that the mp3 player that they just bought from you does not work.
INEFFECTIVE face-to-face communication
Group Members:Examples of times when face-to-face communication can occur in a business: (use bullet points)
Qualities of INEFFECTIVE face-to-face communication:
SCENARIO of roleplay:
An angry customer has come in to your electronics store complaining that the mp3 player that they just bought from you does not work.