Good Communication in Action

Question 1

There are two basic types of complaints:

Answer 1

Justified

Unjustified

Question 2

Justified complaints are

Answer 2

when a Member has a legitimate reason to complain.

Question 3

Unjustified complaints are

Answer 3

when a Member doesn’t have a legitimate reason to complain but is still upset

Question 4

Both, justified and unjustified complaints, require the same amount of

Answer 4

respect and attention.

Question 5

Both, justified and unjustified complaints, may require different

Answer 5

solutions.

Question 6

Justified Complaints require an

Answer 6

apology.

Question 7

Unjustified Complaints need to feel they are

Answer 7

taken seriously.

Question 8

When telling a Member ‘no’, give the reason before

Answer 8

the refusal.

Question 9

When telling a Member ‘no’, avoid negative

Answer 9

language.

Question 10

When telling a Member ‘no’, don’t question the Member’s

Answer 10

honesty.

Question 11

When telling a Member ‘no’, don’t accuse them of incompetence or carelessness. Instead, try to save

Answer 11

the Member’s face.

Question 12

When telling a Member ‘no’, use facts as

Answer 12

supporting evidence and be logical.

Question 13

When telling a Member ‘no’, explain why past

Answer 13

decisions may have been different.

Question 14

When telling a Member ‘no’, don’t reply

Answer 14

too quickly.

Question 15

When telling a Member ‘no’, don’t blame

Answer 15

Peloton (or any of our partners).

Question 16

Refusing a Member’s request that keeps the tone positive while communicating the limitation is called

Answer 16

The Hidden Refusal.

Question 17

What are some good examples of Hidden Refusal phrases?

Answer 17

As much as we would like to honor your request,

Although previous Members have…, we are currently…

Question 18

Common Language: “Yes”

Answer 18

Positive Alternative: “Absolutely!”

Question 19

Common Language: “I can’t”

Answer 19

Positive Alternative: “I wish we could.”

Question 20

Common Language: “This is the best I can do”

Answer 20

Positive Alternative: “I realize you want that, so we’re going to come as close as possible by doing this”

Question 21

Common Language: “Here is the answer”

Answer 21

Positive Alternative: “Given what you’ve asked for, I’m going to suggest the following solution.”

Question 22

Common Language: “I’m not the right person to fix this”

Answer 22

Positive Alternative: “We want to make sure this gets fixed for you. I’ll put you in touch with the right person to help.”

Question 23

Common Language: “It’s my day off tomorrow”

Answer 23

Positive Alternative: “We’re going to work on this issue until it’s resolved. My colleague is going to take over and follow up.”

Question 24

Common Language: “Policy”

Answer 24

Positive Alternative: “Here’s what we can do.” or “Here’s how we can handle this.”

Question 25

Common Language: “No/I don’t know”

Answer 25

Positive Alternative: “I can find out.”

Question 26

Common Language: “Why didn’t you”

Answer 26

Positive Alternative: “I can see why.”

Question 27

Common Language: “The only thing that we can do”

Answer 27

Positive Alternative: “The best option, I think…”

Question 28

Common Language: “Problem”

Answer 28

Positive Alternative: “Concern, issue”

Question 29

A good way to help yourself follow through with commitments is to always provide the details. This includes:

Answer 29

Who will carry out the action?
What action is to be done?
When will the action be completed?

Question 30

Always use clear, specific

Answer 30

time references.

Question 31

Providing Members the ‘who’, ‘what’’, and ‘when’ on the details of action reduces and ensures what?

Answer 31

It reduces any potential confusion and ensures realistic expectations from our Members.

Question 32

Vague timeframes can lead to

Answer 32

misunderstandings.

Question 33

What are 8 situations that may require a phone call rather than any other type of communication?

Answer 33

When you need an immediate response.

When you have complexity with multiple people.

When you don’t want a written record due to sensitivity.

When the emotional tone is ambiguous, but shouldn’t be.

When there is consistent confusion.

When there is very important or bad news.

When there is a hint of anger, offense, or conflict in the exchange.

When a personal touch would be beneficial.

Question 34

If a Member has a question that you’re unsure how to answer, never respond by saying “I’ll need to contact somebody else to find that out for you.”

Instead, simply say,

Answer 34

“Let me work on that for you.”