Challenging Phone Calls
True or False: When a client gets angry at us, we must have caused their anger.
What is assertive communication?
What is a communication style that ensures both people's needs are getting met. It sends the message that "we both matter". "I" statements are used in this type of communication to ensure your needs are being met.
How many pounds are in a ton?
What is 2000 pounds
What did the claustrophobic astronaut need?
What is just a little space.
I am an odd number. Take away a letter and I become even. What am I?
What is Seven
What is active listening?
What is listening without interruption, reflecting the client's concerns, and validating their experiences. It is fully listening without preemptively introjecting our own feelings or solutions.
What is passive communication?
What is a communication style that sends the message "You matter, but I do not". A person may avoid eye contact and place their needs last.
What species of fish is Nemo in Finding Nemo?
What is a Clown Fish
Two atoms walk into a bar. One says, “Oh no, I just lost an electron!” The other atom says, “Are you sure?” The first atom says...
What is "I'm positive"
The more you take, the more you leave behind. What am I?
What is footsteps
Provide 2 examples of how you can validate a caller's frustration.
What is "I hear that you are feeling frustrated." or "I can certainly see why you are feeling this way" or "You are feeling frustrated because this process is taking longer than expected. I apologize you have had to wait for so long."
What is aggressive communication?
What is a communication style that sends the message "Only I matter". People may yell, belittle, interrupt, and disregard the feelings and needs of the person being spoken to.
How many legs does a lobster have?
What is 10 legs
What did the buffalo say when his son left for college?
What is "bison"
What has a neck but no head?
What is a bottle
What is an example of an "I" statement that you can use during a challenging phone call?
Any "I" statements welcome!
Examples: "I want to help you solve this. I need you to answer some questions so I can find the root of the problem." or "I understand that you are hoping for _____ to resolve."
If someone yells at you, how can you respond in an assertive manner?
What is inform them you will not engage in conversation that is harmful and can discuss the matter once they are able to be respectful. Use "I" statements that will protect your own need of respectful communication.
What animal's nickname is a sea cow?
What is a Manatee
How do you throw a Space party?
What is you planet
I make a loud sound when I’m changing. When I do change, I get bigger but weigh less. What am I?
What is Popcorn
What is the difference between an open ended question and a close ended question? Give an example of an open ended question you can ask a caller when they are feeling upset.
What is a close ended question can only be answered with "yes" or "no", while an open ended question can have many different answers.
Examples: "What are some ways you would like to resolve this issue?" or "How would you like to proceed?"
What is passive-aggressive communication?
What is a communication style that is indirect, relies on backhanded comments and subtle anger, and does not address the needs of either person in the conversation.
What is a single strand of spaghetti called?
What is a spaghetto
Why aren't koalas actual bears?
What is because they do not meet the koalafications.
Pronounced as 1 letter, And written with 3, 2 letters there are, and 2 only in me. I’m double, I’m single, I’m black blue, and gray, I’m read from both ends, and the same either way. What am I?