Task A, you need to imagine or answer the questions based on your experience at the workplace.

Answers should not be short.

TaskA

Please provide detailed answers to the following questions:

What was the conversation about?

1. What approaches did you use to confirm that your audience understands the conversational outcome?

2. How did you document the difficult conversation and its outcomes?

3. Describe the support service/s that you provided for your audience.

4. How effective was your performance during the conversation?

5. How did you collect the feedback?

6. What was your reflection on your performance?

7. What was the feedback that your audience provided you with?

8. Which areas of your performance do you need to improve?

Task B: case study

Scenario: You are the manager of the Customer Service department. You have three supervisors. Each supervisor has a team of seven Customer Service Representatives (CSR). One of the CSRs, Julia, approached you with a complaint about her supervisor Tony. Julia is a junior CSR who joined your organisation two months ago. Tony, who has been in the company for six years, is described by colleagues as a friendly person with a fun-filled personality. In her complaint, Julia claimed that Tony frequently complements her and other team members, males and females, on their outfits. Tony's complements included statements such as "beautiful dress", "love your shirt", "like the colours", etc. These statements bothered Julia because she preferred to be complimented on her performance instead of her outfit.

Please provide a detailed answer to the following questions in the context of the provided scenario:

1. State why you would have a conversation with Tony about Julia's complaint

2. What kind of outcome would you set to achieve?

3. What kind of information would you collect before having the conversation?

4. Which stakeholder/s would you consult with? Why?

5. Where and when would you conduct the meeting? 6. How would you communicate with Tony? What communication methods would you use? Why?

7. What would you say to Tony?

8. During the conversation, Tony became angry that his behaviour, which has been consistent throughout his service with the company, is now being questioned. What would you say and/or do?

That's all