SR chapter 5 part 2
SH Hoofdstuk 5 deel 2 Copy
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Vraag 1 of 6
1. Vraag
Put the steps of the “say no” discussion model in the correct order.
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If the customer still fails to cooperate: implement sanction.
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Reversing the reaction.
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Give room for a reaction.
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If the customer fails to cooperate: warning.
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Open the conversation.
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Vraag 2 of 6
2. Vraag
Put the steps of the “public rule breaking” discussion model in the correct order.
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Give room for a reaction.
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If the customer fails to cooperate: warning.
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Open the conversation.
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If the customer still fails to cooperate: implement sanction.
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Reversing the reaction.
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GoedFout -
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Vraag 3 of 6
3. Vraag
Put the steps of the “hidden rule breaking” discussion model in the correct order.
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In case of repeated violation: implement sanction.
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Open the conversation.
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Give room for a reaction.
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Reversing the reaction.
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Vraag 4 of 6
4. Vraag
Put the steps of the “aggression an violence” model in the correct order.
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Calling to order.
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Ignore behaviour.
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Describe behaviour.
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In case of repetition implement a sanction or call the police.
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Give a warning when ignored.
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Vraag 5 of 6
5. Vraag
Which three types of complaints can be distinguished (in the SVH book).
Tick the correct three answers!
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Vraag 6 of 6
6. Vraag
The “complaints” discussion model consists of two steps.
- Hearing the complaint.
- Complaint handling.
Is this true?
GoedFout
