Case Study B -Reviewing conversational content

Holly leads a team of four people within her job as a store supervisor. Following a series of negative comments from customers on her team members' services, Holly has decided that she needs to lead a conversation with them to discuss the customer comments and decide with her team on how they can improve going forward.

Holly has outlined the content of the conversation as follows:

• To inform the team members of the negative comments
• To tell them that this isn't acceptable and ask them what's going on
• To ask them what they're going to do to change this.

Holly decides to show her manager her outline for the conversation before going ahead to ask for their feedback. Her manager tells her that the conversation is focused too much on pointing the finger and placing blame on her team, without asking them for their side of the story. They also recommend that Holly focuses on collaboration with her team, working together to determine steps for improvement rather than putting pressure on them in that moment.

Q: Taking the role of Holly, how can I redraft the plan for the conversation she must have with her team members taking into account the feedback from her manager?

Case Study C - Customer data breach

Andrei has been working for a popular and well-known phone company for less than three months. He received a call from a customer complaining about the amount of his monthly bill, and the customer got extremely angry and abusive. Andrei kept calm and was professional throughout the call.

However, later that evening, he took to social media and shared confidential information about the customer and used derogatory terms about him.

Andrei's behaviour and actions need to be addressed immediately.

Q: Referring to the Case Study, if I take the role of Andrei's manager and prepare for the conversation with Andrei regarding his actions and behaviour.

1) what is The conversational context?

2) what are The stakeholder requirements?

3) what is The most appropriate delivery style?

4) what are The relevant legislation and codes of practice?