Class notes, Cellphone and Smart Watch are not allowed.

No break is allowed during this exam. Students are not allowed to exit the examination room before half

of the allotted time has passed. Once a student has exited the classroom, he/she may not re-enter.

Students arriving late to the exam will be admitted, but will not receive any extratime to finish the exam.

Communication at any type (verbal, written, body language etc.) between students are forbidden.

Plagiarism, attempts at plagiarism or complicity in plagiarism during a summative evaluation results in a mark of zero (0). In the case of recidivism, in the same course, the student will be given a grade of '0' for the

course in question.

Element of competency:

1) Contribute to the implementation of the customer approach in the company.

2) Establish cooperative relationships with people internally and externally.

3) Team working

4) Negotiate with people internally and externally.

QUESTIONS:

Element of Competency Communicate with the client or customer

Negotiate with people internally and externally.

Case Studies

Q1. You are volunteering at a food and care shelter and you are supposed to be clearing the

tables and wiping them down after a holiday meal. As you approach one table, a man at

an adjacent table tugs on your sleeve. He asks you about refills on his drink, and you

respond, then turn back to cleaning the table you were working on. He continues

speaking, and you realize that he wants you to listen. You have been there for four hours

already and you are ready to go home. You wait for a break in his speech, then you.

What would you do? Would you take the time to listen to him?

Would you answer his question politely, then try to get out of his proximity so you

can finish your job and go home?

Could you "mmhmm" along with him while you clean the table and plan your

evening?

What would you really do as opposed to what you think you should?

(20 marks)

Q2. You work as the technical assistance for computers for a small flooring installation

company. A customer calls after hours and you are the only one in the building, so you

answer the phone. The customer is quite upset. Your company was supposed to install

some carpet in a new home, but the installers didn't show up today as she had been

promised. Tomorrow a different subcontractor is supposed to be at the home, and if your

installers are putting in carpet, they will get in the way and the whole schedule will be

off. As you listen to her, you can tell she is ready to scream or cry or both.

What are the three things you can say to help her?

How can you sympathize with her feelings without being unduly critical of your

own company?

What do you say if you don't know enough of the details to know whether she

is right or whether she may have misunderstood the timetable?