“I don’t like the way she treated me, and I’m not coming back here.”  1. What are some of the things you might say without losing the customer or your server (who is usually excellent)? 2. Are there things you’d be sure not to say? 2- Personal Narrative(discussion board ) 2 paragraph  Describe a situation in which you experienced a breakdown in effective listening. Explain the context in which the breakdown occurred and the events that unfolded as the breakdown took place. (Include dialogue if you can.) Go on to describe the outcome of the situation and then analyze why the breakdown occurred. What might have prevented it? Add your discussion here:

Speech 2 discussion board minimum 2 paragraph each /due date jan30

1. As a manager, it’s important to address the customer’s concerns while also supporting your server. I would apologize to the customer for any negative experience they had and assure them that their feedback will be taken seriously. I would also ask for specific details about the incident and listen carefully to their response. If the customer’s complaint is valid, I would speak with the server privately and offer feedback on how they can improve their interactions with customers. I would also remind the server of their positive attributes and the importance of providing excellent service to all customers. Overall, it’s important to handle the situation with tact and empathy while also addressing any issues that may exist.
2. It’s important to avoid making excuses or dismissing the customer’s complaint. Saying things like “that’s just how she is” or “she probably didn’t mean it that way” can come across as dismissive and unprofessional. It’s also important to avoid immediately blaming the customer or assuming their complaint is unfounded. It’s important to listen carefully to their concerns and address them appropriately.

Personal Narrative:

I once had a breakdown in effective listening during a group project in college. We were working on a presentation and had divided up the tasks among the group members. One member was responsible for creating the slides, but I noticed that they were taking a long time to complete their task. I asked if they needed any help, but they said they were fine and would have the slides ready in time. As the deadline approached, it became clear that the slides were not going to be finished on time. I became frustrated and angry, and I began to criticize the member for not completing their task on time. The member responded defensively and accused me of not trusting their abilities.

The outcome of the situation was that the presentation was not as polished as it could have been, and our grade suffered as a result. Looking back, I realize that the breakdown in effective listening occurred because I was focused on my own frustrations and was not truly listening to the other member’s perspective. I could have prevented the breakdown by approaching the situation with empathy and asking more questions about their progress and needs. By assuming that they were procrastinating, I was not effectively listening to their perspective and needs. Moving forward, I learned the importance of active listening and empathy in group settings, and I try to approach situations with an open mind and a willingness to understand others’ perspectives.