Introduction to Consumer Relations HANDLING AND SOLVING CONSUMER PROBLEMS.

Slides:

Advertisements

Similar presentations

Develop Tolerance for Ambiguity

Advertisements

Lesson 9: Making Decisions

INTRODUCTION TO MODELING

“It doesn’t matter which side of the fence you get off on sometimes. What matters most is getting off. You cannot make progress without making decisions.”

Critical Thinking. Definition: Evaluating whether we should be convinced that a claim is true or that an argument is good. It’s also about formulating.

The Rational Decision-Making Process

SUNITA RAI PRINCIPAL KV AJNI

Cognition Thoughts, Beliefs, and Attitudes. Moving from thoughts to behavior Concepts Propositions Behavior Mental Models.

Assignment 2 Case Study. Criteria Weightage - 60 % Due Date – 11 th October 2012 Length of Analysis – 2500 words Leverage % including appendices,

Linda Marie Golian-Lui, Ed.D Associate Dean & Director, Sturgis Library Kennesaw State University

Daniel Fasko, Jr., Ph.D..  Definition of Critical Thinking  Critical Thinking Skills  Critical Thinking Dispositions  Instructional Strategies  Assessment.

Analytical Thinking.

Depth of Knowledge (DOK)

Critical Analysis and Problem Solving Merging Critical Thought and Assessments in Modern Maritime Education IMLA 19 Conference 2011 Captain Gregory Hanchrow.

Learning to Think Critically pages Objectives Define thinking & reflection Identify 3 functions of the brain Describe how thinking impacts decision.

CHAPTER NO 4 CREATING POSSIBILITIES. INTRODUCTION Creating: it is the process by which new or different things and ideas develop People are creative because.

D ecreasing P atient-Provider C onflict University of Utah Dialysis Program.

BUSINESS COMMUNICATIONS Level I. OBJECTIVE Be able to define communications.

Customer Service: A Practical Approach, 5th ed. By Elaine K. Harris

Wellness 9 Building Health Skills Building Health Skills.

Lesson 1 Taking responsibility for your health begins with a commitment to take charge of your actions and behaviors in a way that reduces risks and promotes.

Critical Thinking.

Critical Thinking  ne_critical_thinking.cfm.

Problem Solving. A problem is something which holds up the progress or movement in achieving an objective or goal. Problem Solving can be defined as the.

Journal Write a paragraph about a decision you recently made. Describe the decision and circumstances surrounding it. How did it turn out? Looking back,

Problem Definition Chapter 7. Chapter Objectives Learn: –The 8 steps of experienced problem solvers –How to collect and analyze information and data.

Feedback and Conflict Objective 2.01: Differentiate between positive and negative interpersonal skills in a variety of workplace settings.

Problem solving -essential for stress management kumarmahi.

REVISIONS TO GENERAL EDUCATION STUDENT LEARNING OUTCOMES Auburn University Senate Information Item, August 2014.

What is “Thinking”? Forming ideas Drawing conclusions Expressing thoughts Comprehending the thoughts of others Where does it occur? Distributed throughout.

SOCIAL STUDIES Unit 1: Thinking Critically. Unit Overview Critical Thinking Perception Thought Patterns Problem Solving Facts Vs. Opinions Propaganda.

1. 4:00 – 4:05 PM Welcome 4:05 - 4: 20 PM Starter Activity 4: :00PMTypes of thinking& infusing thinking 6:00 - 6:15PMPrayer Break 6:15- 7:15 PM.

DECISION MAKING A task all managers have to face is making decisions and problem solving However, human thinking has the tendency to be affected by precedence.

Nine Chapter Nine Making Decisions. 9-1a Chapter Nine Outline Models of Decision Making The Rational Model Simon’s Normative Model Dynamics of Decision.

Building Health Skills

© ABSL Power Solutions 2007 © STM Quality Limited STM Quality Limited Brainstorming TOTAL QUALITY MANAGEMENT Brainstorming.

Learn More, Earn More, Live More with CT. Welcome Students! Aiken Technical College’s Quality Enhancement Plan.

Objective 2.12 Tolerance - The capacity to accept deviation from the norm Ambiguity – words or phrases with either a double meaning Self-Confidence -

Processing and Resolving the Incident

Chapter 6 DECISION MAKING: THE ESSENCE OF THE MANAGER’S JOB 6.1 © 2003 Pearson Education Canada Inc.

Copyright © 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

Develop Tolerance for Ambiguity Entrepreneurship I.

Reflective Thinking. Reflective thinking Critical thinking and reflective thinking are often used synonymously. However, where critical thinking is used.

THE SIX STEPS OF PROBLEM SOLVING An Easy approach to dealing with issues that face students 15M1883.

Unit 6 Understanding and Implementing Crew Resource Management.

Chapter 14 - Analyzing a Case and Writing a Case Report 1 Understanding the Case Method of Learning What is the case method?  Applies the ancient Socratic.

Self-Awareness as a Tool for Effective and Peaceful Communication.

Name_____________ Assignment # _____ EQ: HOW CAN I LEARN TO MAKE GOOD DECISIONS?

Problem Solving and Decision Making © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible.

Objective 2.12 Tolerance - The capacity to accept deviation from the norm Ambiguity – words or phrases with either a double meaning Self-Confidence -

St. Michael CHS TFJ4C - Hospitality

Problem Solving and Critical Thinking

L 8: Mental Math: Subtracting

Chapter Nine Making Decisions.

Critical Thinking Joseph T. Catalano.

Learning to Think Critically

Group Problem Solving and Decision Making

Cognitive Processes: Thinking and Problem Solving

Reflecting & Evaluating

Critical Thinking Skills

Cognition mental activities associated with thinking, reasoning, knowing, remembering, and communicating.

Lesson 9: Making Decisions

Lesson 9: Making Decisions

Develop Tolerance for Ambiguity

Learning to Think Critically

Taking Responsibility for Your Health

Zimbabwe 2008 Critical Thinking.

Critical Thinking, Decision Making, and the Nursing Process

Critical Thinking Skills

Presentation transcript:

Introduction to Consumer Relations HANDLING AND SOLVING CONSUMER PROBLEMS

 Analytical Ability  Lateral Thinking  Initiative  Logical Reasoning  Persistence SKILLS NECESSARY FOR PROBLEM SOLVING

 Ability to visualize, articulate, conceptualize, or solve both complex and uncomplicated problems..  Applying logical thinking  Designing and testing solutions  Formulating plans ANALYTICAL ABILITY

 Ability to think creatively or outside of the box.  Looking from unexpected perspectives  Discard the obvious  Leave behind traditional modes of thought  Throw away preconceptions LATERAL THINKING

 Become a leader  Take responsibility for yourself  Display a “can do” attitude  Take ownership of problems  Introduce improvements  Learn new skills INITIATIVE

 Process of using a rational, systematic series of steps based on given statements to arrive at a conclusion. 1.Clarify nature of the problem 2.Collect and summarize all information 3.Use creativity for solutions 4.Produce a list of best options 5.Make a decision 6.Implement the decision 7.Evaluate LOGICAL REASONING

 Be determined to solve the situation.  Show interest in solving the problem.  Do not give up! PERSISTENCE

 Be aware of:  Tone of voice  Facial expression  Hand gestures  Response to conflict DISCUSS: Recall a conflict you have experienced. What was the tone of voice used in the resolution? How do you think the tone of voice affected the outcome of the situation? WHEN SOLVING PROBLEMS…

 Functional Fixedness  Irrelevant or Misleading Information  Assumptions  Mental Set BARRIERS TO PROBLEM SOLVING

 The tendency to view problems only in their customary manner.  Prevents people from seeing all of the options to the solution. FUNCTIONAL FIXEDNESS

 Must distinguish between relevant and irrelevant information.  Irrelevant data can lead to faulty solutions.  Do not be mislead by information that is not relevant to the situation.  Assumptions usually deal with constraints and obstacles that prevent solutions. IRRELEVANT OR MISLEADING INFORMATION AND ASSUMPTIONS

 Using what has worked in the past.  Not looking for alternative ideas.  Can lead to inflexibility. MENTAL SET

Why are problem solving skills so necessary when dealing with customers? DISCUSSION