Read the following extract and then answer the question below.
You are the flight administrator for Air- Botswana and just got off the phone with Mrs Khumo
Johnsons, one of your stakeholders. Your conversation is summarized below:
“Mrs. Johnsons! How are you today? I’m glad to hear you are doing well. I just wanted to follow
up with you to see if you in fact did complete that application for the transportation form I sent
you. I know how hard it can be for you to get to your appointments without your own car. Mrs.
Johnson, says no child honestly I haven’t even had a chance to look at that mess. You keep sending
me all this stuff every week. You say I know Mrs Johnsons but……..! Mrs Johnsons then went
on…My grandchild is sick in the hospital and “everyone is focused on helping her get better”. I
am not really worried about my screenings right now. I know they are important though. You give
your sympathy to Ms. Johnson, and at the same time states “maybe I could stop by next week and
we can fill out those forms together”; and don’t worry about those missed appointments I can
reschedule them for you in a couple of weeks. Does that sound good? No, Mrs. Johnson
states…I’m not interested right now…how about I will call you in a couple of weeks.
a. Evaluate whether the Flight Administrator utilise active listening techniques at any point in this
conversation? (10 marks
b. Which type of listening should have been more prevalent in this communication. Justify?
(5 marks)
c. Discuss how you think active listening skills would have benefited both the customer and the Flight
administrator. (10 marks)
a. The Flight Administrator did utilize active listening techniques in this conversation. They showed attentiveness and engagement by acknowledging Mrs. Johnsons' situation and concerns, offering sympathy, and suggesting a solution to fill out the forms together and reschedule appointments.
b. Empathetic listening should have been more prevalent in this communication. Mrs. Johnsons expressed the need for support and understanding regarding her grandchild's illness, which took precedence over her own needs. Empathetic listening would involve fully understanding and acknowledging her emotions and perspective, rather than focusing primarily on the forms and appointments.
c. Active listening skills would have benefited both the customer and the Flight Administrator in this situation. For the customer, active listening would have shown genuine concern and empathy, helping to build trust and rapport. It would have also allowed the Flight Administrator to better understand and address Mrs. Johnsons' needs and priorities, leading to a more effective solution.
For the Flight Administrator, active listening would have helped them gather all the necessary information, ensuring they had a complete understanding of the situation before providing any solutions or suggestions. It would have also allowed them to effectively adapt their approach and offer appropriate support, showing professionalism and genuine care for the customer.
Overall, active listening would have improved communication, fostered a positive relationship, and increased the likelihood of meeting the customer's needs effectively.