Rekisteröidy opettajaksi
Untitled Storyboard
Kuvakäsikirjoitus Teksti
- Liuku: 1
- Frame 1: Pressure Situation
- Nomsa, handle the return ! Check the system and follow our usual policy
- I don't understand what is expected of me
- Emma uses assertive communication, but it is mistaken for aggressive behaviour. Nomsa lacks the confidence to admit she does not understand what exactly Emma is asking her to do. She is intimidated.
- Liuku: 2
- Frame 2: Barrier Begins
- I can offer you an exchange for another garment in the same price bracket.
- Your policy clearly states that I can have a full refund due to a defective item!
- Nomsa assists the customer incorrectly by offering an exchange instead of a refund, consequently upsetting her.
- Liuku: 3
- Frame 3: Cultural Language Barrier
- The customer feels annoyed and that she has wasted her time. Miscommunication has led to a serious consequence of a potential negative review or loss of the customer's trust.
- Liuku: 4
- Frame 4: Conflict Escalates
- Nomsa, you should know this! I gave you clear instructions.
- Emma is frustrated and gets involved. Nomsa feels embarrassed by her mistake and shuts down because she is overwhelmed.
- Liuku: 5
- Frame 5: Realisation
- Jason is right, I didn't give her a chance to ask for guidance.
- Nomsa didn't fully understand what you were asking, and she felt intimidated to ask questions.
- Jason speaks to Emma after the incident to respectfully tell Emma that Nomsa did not understand what she needed to do and felt it was difficult to ask for help. Emma realizes her mistake and poor communication.
- Liuku: 6
- Frame 6: Intercultural Communication Applied
- I am sorry for earlier; I had no self-awareness. Next time, please ask me if you need help. I want us to have good communication.
- Emma changes her approach by reassuring Nomsa that it is good to ask questions. She does so by speaking more clearly and slowly, showing the correct process step-by-step, and encourages questions.
- Liuku: 7
- Frame 7: Improved Outcome
- Good morning! How can I help you?
- The next day, Nomsa confidently helps another customer correctly.
- Liuku: 8
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Yli 40 miljoonaa luotua kuvakäsikirjoitusta
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