Name: Kaye L.

Fenix BSCE- 3 Time: MWF (7:30 – 8:30 AM) 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.

In this situation, I’m going to listen first to the customer’s

explanation. After letting himself/herself explain, I’m going to tell him/her that
he/she needs to have an appointment first before going so that next time this
happenstance will not happen again. Next, is to consult my manager so that
we can entertain the said customer.
b. Reminding your manager/boss of an important appointment while he/she is
in the midst of a serious conversation with very important guests.
First, I’ll wait for 5 minutes and if their conversation is still not done,
I’ll ask for a sorry to excuse the important conversation and I’ll explain to my
boss the important appointment.
c. Your close friend posted offensive statements in Facebook because he is
angry with somebody.
I’m going to send a direct message to my friend on why he/she
posted such offensive statements in Facebook and listen to his/her
explanation on why he/she is angry with the certain person. After hearing the
explanation, I would tell him/her that what he/she did is inappropriate. I would
suggest to tell my friend that he/she should just send a private message to
the person he/she is angry with. I’ll also tell or ask him/her to take down what
he/she posted on the internet to not add more fuel to the flame.
d. Pacifying an angry client who was insulted by some clerks in the office.
In this instance, I’m going talk to the angry client and let him/her calm
down. After, is to listen to the client’s side on why he/she is insulted and I’m
going to ask for an apology and assure him/her that this happenstance will not
happen again. Next, I’m going to talk to the clerks in the office and hear their
sides and explain what the client felt and why he/she is insulted.
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?
Even though this professor is terror and inconsiderate, I will still
approach him with confidence and tell him the valid reason on why I wasn’t
able to take the examination and ask him/her if is it still possible to take the
exam I missed. I will communicate with him/her calmly so that he/she would
consider my request.