Name: Pepito, Victoria Ashley P.

Time: M-F 7:00 -8:40 Score: _______

Enrichment Exercise No. 3

Problem Solving Exercise. Now that you have learned the nature, scope, functions,
and process of communication, how will you handle the following situations? Consider
the TLPR Process of Communication.

a. Handling a difficult customer who insists to see the manager without previous
appointment.
I will point out to him that an appointment is necessary for him to be
accommodated by the manager. Afterwards, I will listen to his reasons why
he was not able to book for an appointment. I will pause for a while to listen
and digest his explanations then I’ll process it slowly on my mind if what will
be my calm response with regard to his reasons.Then , I will address to him
that it is better to book for an appointment so that the manager can
accommodate him properly.

b. Reminding your manager/ boss of an important appointment while he/ she

is in the midst of a serious conversation with very important guests.

I will excuse myself and approach him with a very low tone voice and point
out that it is urgent.I will listen to him attentively if what will be his response or
decision.I’ll pause for a while and decide if what will be my reply with regard
to his decision and advise him the pros and cons if ever the important
appointment will be cancelled.

c. Your close friend posted offensive statements in Facebook because he is

angry with somebody.
I will communicate to her calmly that posting offensive statements in
facebook will just add flames to the issue and it is not a good solution to
resolve the conflict. I will listen to her response if what triggers her to post it
on social media. I will pause for a while and understand her side. Afterwards,
I will point out to her the possible consequences if she can’t handle issues
and anger properly. That posting it on social media might result to possible
legal troubles in the future.

d. Pacifying an angry client who was insulted by some clerks in the office
I will ask sorry to him due to our clerk’s acts. I will listen to his side why he
was hurt emotionally and understand him as well. I will pause for a while and
think solutions if how I can comfort him. Afterwards, I will address to him that
we are very sorry again and I will assist him with his office needs.
e. You were not able to take an examination because you were absent for a
valid reason, how will you approach your terror and inconsiderate professor?

I will approach and talk calmy to my professor and give her my valid reason
why I was not able to take the examination. I will listen to his response if what
will be her decision whether or not she will allow me to take a special exam. I
will pause for a while to digest my response. Afterwards, if she considers my
reason, I will say thank you and promised her that it will not happen again
and if ever she will not allow me to take a special exam, I will just understand
her and ask if what will be my possible special project to redeem my grades
that was forfeited because I was not able to take the examination.