Communication progressive du Francais. Niveau intermediaire. by Heinz-Günter Vester

By Heinz-Günter Vester

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Simply defined, passive voice is voice that is not active but acted upon. Although that may not seem immediately clear, it’s actually fairly simple to understand. It means that whenever you speak about action involving a subject, you speak as if the subject has had an action impressed upon it, versus making the action itself. book Page 6 Tuesday, March 27, 2007 7:41 PM Chapter 1 6 Interacting with Customers This tactic succeeds in removing any type of personal blame and instead places the blame on an unknown entity.

Whether the problem is physical, mental, or emotional, a disability can often imply some type of communication issue that inhibits your ability to understand the customer’s needs. However, as an IT professional, it’s your responsibility to overcome that problem and understand what the needs of the individual actually are. The only problem is that doing so can prove to be quite difficult. Scenario In the middle of the day a customer walks into your retail store and indicates with her hands that she would like to speak with you.

Unfortunately, the fact that they don’t say much at all has a tendency to make most of us nervous. In IT, you will run into a lot of cases of quiet people who have technical issues. They present an extremely interesting scenario, because you have to not only be able to diagnose their issue, but also do it with barely any information whatsoever. Let’s look at a typical case of a quiet customer and examine some of the tactics you can use to overcome their naturally shy nature. Scenario Your company is running a huge promotional sale on computer memory.

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