Question

When addressing a caller with a highly sensitive and personal issue, it is important to..?

Answer 1

When addressing a caller with a highly sensitive and personal issue, it is important to choose words carefully, remain calm and respectful, ask open-ended questions, restate what was heard, focus on problem-solving, and consider involving a supervisor or HR department if necessary.

Step-by-step explanation:

When addressing a caller with a highly sensitive and personal issue, it is important to:

1. Choose your words carefully so as not to inflame the situation.
2. Stay as calm as possible and listen to the other side of the story.
3. Avoid suggesting that you're right and the other person is wrong, remain open and respectful.
4. Try asking open-ended questions to learn more about the other person's position, rather than stating your case.
5. Restate what you heard the person say, to let them know you were listening and to avoid misunderstandings. This can have a very affirming effect.
6. Focus on solving the problem, not blaming the other person.
7. If you're not able to resolve the conflict you may choose to speak with your supervisor or HR department.

When communicating through email, it is important to be clear, and concise, and use proper spelling, grammar, and punctuation. It is also important to consider the recipient's knowledge and cultural sensitivity when addressing a highly personal issue. Choosing an appropriate email address and subject line can help make a good first impression.

Answer 2

Answer and explanation:

Addressing clients with sensitive personal issues implies being respectful and objective to avoid further problems. No subjective information either informal language must be used and if the problem is in its resolution stage, only relevant information about the steps that are going to be taken to move forward should be provided.