Question

During the course of your day, you are approached by someone who requires assistance with an enquiry. Your initial conversation with the individual indicates that the matter that they wish to discuss is likely to be complex. Part of your role involves responding to and resolving complex enquiries like the one presented by this individual, ensuring that accurate and consistent advice and information are provided to help resolve issues. Select the most effective response in this situation.

1 You take time to listen to the individual, paying attention to their concerns and considering how you might be able to best assist them with their enquiry. While the individual is talking, you also pay attention to aspects such as the individual’s body language and facial expressions to gauge how they may be feeling and draw on this information when responding to the individual. You consider how you can support the individual and help address their enquiry.
2 You ask the individual questions and listen to their responses to obtain a better understanding of their situation and what is required to address their enquiry. You then proceed to provide them with information, communicating clearly and focusing on relevant key points that are important for them to understand. While talking with the individual, you pay attention to any indicators that they may be having difficulty understanding the information, adapting your approach when necessary
3. you try to gain a better understanding of the nature of the individual’s enquiry by listening to what they have to say on the matter. Once the individual has finished talking, you share information with them, making sure that it is conveyed in a manner that is clear and focused on relevant key aspects, especially when communicating more technical information. You continue to listen to the individual throughout the discussion to understand their concerns and point of view.
4. You ask the individual to provide you with more information about their enquiry, asking them questions and listening to their responses to gain an understanding of the matter. You identify information to help resolve their enquiry, clearly explaining it to the individual and focusing on the main relevant aspects. You ask further questions and listen to their responses to check that the information provided has helped to resolve their enquiry.
5. You speak with the individual about their enquiry, asking them relevant questions to further explore the nature of their enquiry. You make sure that you ask questions that enable you to explore the various aspects of their enquiry due to its complexity, making note of what will need to be addressed. You then proceed to provide the individual with information, informing them at the end of the discussion that they can contact you if they have any further questions.

Answer 1

To effectively address a complex enquiry, one should listen attentively, ask clarifying questions, share information clearly and verify understanding, all while maintaining a respectful and supportive interaction.

Step-by-step explanation:

Best Practices in Addressing Complex Enquiries

When an individual approaches with a complex enquiry, the most effective response involves several key practices. First, it is essential to listen attentively, not only to the words but also to nonverbal cues such as body language and facial expressions. This helps in understanding the true concerns of the individual and creating a connection. Secondly, asking clarifying questions is critical to delve deeper into the nature of their enquiry, ensuring a clear understanding of the problem at hand.

Furthermore, sharing information in a clear, focused manner is vital—particularly when dealing with technical details. Continuous engagement throughout the conversation allows for adjustments to ensure the individuals’ comprehension. Lastly, verifying that the shared information has been understood and has addressed the enquiry is important, which can be achieved through follow-up questions or by inviting the individual to contact if further clarification is needed.

Throughout this process, remaining calm, using open-ended questions, and focusing on building a rapport through mutual understanding and respect will help in effectively managing and resolving complex enquiries.