Podcast
Questions and Answers
Qual das opções representa uma forma adequada de atendimento?
Qual das opções representa uma forma adequada de atendimento?
- Falar rapidamente sem dar atenção
- Desviar o assunto da reclamação
- Ouvir atentamente e responder às perguntas (correct)
- Ignorar as dúvidas do cliente
Atender um cliente de forma inadequada pode gerar insatisfação.
Atender um cliente de forma inadequada pode gerar insatisfação.
True (A)
O que deve ser evitado durante um atendimento ao cliente?
O que deve ser evitado durante um atendimento ao cliente?
Falta de atenção e desinteresse.
Durante um atendimento, é importante _____ as necessidades do cliente.
Durante um atendimento, é importante _____ as necessidades do cliente.
Associe as práticas adequadas de atendimento às suas descrições:
Associe as práticas adequadas de atendimento às suas descrições:
Flashcards
Objetivos da aula
Objetivos da aula
Os propósitos da aula prática.
Forma inadequada de atendimento
Forma inadequada de atendimento
Um método de atendimento que não é recomendado.
Forma adequada de atendimento
Forma adequada de atendimento
Um método de atendimento apropriado.
Aula prática
Aula prática
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Não fazer
Não fazer
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Study Notes
Attending Behavior: Basic to Communication
- Attending behavior is fundamental to understanding the world and defining oneself in relation to various contexts.
- It's the most crucial communication skill, encompassing visual cues (eye contact), vocal tone, verbal mirroring, and body language.
- Effective attending skills help demonstrate engagement and care, enabling counselors to interpret unspoken messages and respond appropriately to client needs.
- Attending skills help counselors communicate interest, recognize a client's focus, and adjust approach to build rapport.
Cultural Considerations in Attending Behavior
- Different cultures exhibit diverse attending patterns.
- Cultural sensitivity is vital when interacting with diverse clients; eye contact, vocal tone, and body language vary across cultures.
- Counselors should adapt their attending style to each client's unique needs and cultural background.
- Disability considerations are also crucial; attending skills should be modified to accommodate various disabilities.
Examples of Ineffective Attending
- Failing to listen and focus on personal feelings and thoughts rather than the client's experience.
- Jumping topics without addressing the client's concerns.
- Employing problem-solving strategies prematurely without understanding the client's context.
- Lack of attentiveness leads to missed concerns.
Important Interviewing Techniques
- Active listening is crucial, including paraphrasing and summarizing client statements.
- Counselors should avoid interrupting or dominating the conversation and allow clients adequate time to express their thoughts.
- Clients should be encouraged to articulate their feelings & perspectives.
Importance of Silence
- There are times when non-verbal attending and silence are crucial.
- Silence can allow clients time to process and articulate their thoughts or feelings more thoroughly.
- Clients might prefer silence to verbal engagement, or might be using silence to reflect internally about a situation.
- Being present, listening and encouraging verbal and non-verbal communication enhances client comfort.
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