Mastering Feedback and Problem Management

A customer is upset because their order was delayed. Apply the principles of effective complaint handling to outline the best sequence of actions you should take.

• Apologise, explain the delay, offer a solution, and follow up

• Apologise, ignore the complaint, and move on

• Blame the delivery service, offer a discount, and end the conversation

• Tell the customer to contact someone else

Evaluate the following feedback: "You need to improve your communication skills." How could this feedback be made more effective?

• By making it more specific and actionable

• By making it more general

• By comparing the person to others

• By only giving it in writing

You are conducting a performance review. Analyse why it is important to use both quantitative and qualitative data when discussing an employee’s performance.

• It provides a balanced and comprehensive view of performance

• It makes the review longer

• It allows you to focus only on numbers

• It avoids discussing personal development

A team is experiencing frequent misunderstandings. Create a plan using communication strategies to address this issue.

• Implement regular team meetings, encourage open dialogue, and clarify roles

• Reduce communication to emails only

• Assign blame for misunderstandings

• Ignore the problem

Assess the impact of unresolved conflicts on team dynamics and performance.

• It can lead to decreased morale, reduced productivity, and increased turnover

• It has no impact

• It always improves creativity

• It only affects the team leader

You have tried to resolve a technical issue but failed. Justify when and how you should escalate the problem.

• Escalate after documenting your attempts and providing all relevant information to the next level

• Escalate immediately without any details

• Wait until the problem resolves itself

• Never escalate

Critique the following approach: A manager only gives feedback when something goes wrong. What are the potential consequences?

• Employees may feel undervalued and demotivated

• Employees will always improve

• It builds a positive work environment

• It encourages open communication

Design a feedback model that encourages continuous improvement in a team setting.

• Use regular, specific, and balanced feedback with opportunities for discussion and follow-up

• Only give feedback annually

• Focus solely on negative feedback

• Avoid giving feedback to avoid conflict

A team member consistently misses deadlines. Apply the steps of effective feedback to address this issue.

• Provide specific examples, discuss the impact, and collaborate on solutions

• Ignore the issue

• Publicly criticise the team member

• Remove the team member from the team

Evaluate the effectiveness of the following escalation: Escalating a minor disagreement between colleagues to senior management.

• It is ineffective and may waste management’s time

• It is always necessary

• It improves team morale

• It is the best way to resolve all issues