Chapter 4: communication

Question 1

1) methods of communication

Answer 1

One way - letters, emails, fax, tweet, reports, minutes, reports
2 way- dial in, conference call, Facebook, telephone call, meetings, webinar, Skype, video conferencing,

Question 2

Advantages of 2 way communication

Answer 2

1way- cheap, quick, you can control time, can send to a large number of people, have a record of it as written,

2way - can get immediate feedback, can gauge reactions, ensure message was understood, can tailor to the individual, facilitates buy in, clarify understanding

Question 3

5 barriers to effective communication

Answer 3

1) jargon as receptor may not understand
2) wording and terminology may be unsuitable for the message
3) clarity of the message may be incomplete re info
4) how the message is interpreted…id cultural differences.

Question 4

Complaints- definition

Answer 4

An expression of dissatisfaction whether justified or not, written or oral whereby the claimant alleges material distress or financial loss

Question 5

Process- complaints

Answer 5

Acknowledge ASAP- no timescale set.
Register a complaint after 24 hours if not resolved. After 8 weeks if still unresolved advise client they have the right to go to the fos

Question 6

Complaints- reporting to fca

Answer 6

Twice yearly. Total complaints, upheld, total redress, time to resolve, over 8 weeks

Question 7

Meetings

Answer 7

DIFF
Directive
Interactive
Formal
Facilatative

Question 8

Managing conflict-

Thomas kilmann

Answer 8

Avoid- lose lose
Accommodate- win/lose
Collaborate winwin
Compete lose win
Compromise draw draw