Question
Donna works in the x-ray department. She receives a phone call from a service user who needs to speak to the medical secretaries. She has already been put through to the incorrect department twice and is now really annoyed. How would using the LEAPS model of communication help this situation? Choose the correct options and select Submit. Leaping to a conclusion about why the person has been put through to the wrong department will help Donna get rid of the call This model will help the caller feel like their frustration and problem matters, and it will help Donna to find an appropriate solution which will diffuse the situation Empathising with the caller will make Donna feel better about herself Submit Show feedback
Answer
4.1
(106 Votes)
Piper
Veteran · Tutor for 11 years
Answer
B
Explanation
The LEAPS model refers to a way of understanding and responding to someone else's communication auditively. It stands for Listen, Empathize, Ask questions, Paraphrase, and Summarize. In this instance, we are asked to identify the facet of LEAPS that might help reduce this service user's frustration. Referring to the feedback fed into the question choices, we understand it is out of the topic for anyone to engage in through wishing to end the call for leaps to a conclusion about why the person has been put through the wrong department (Option 1) since it doesn't decrease the user's call-related frustration nor allow the company to find an appropriate solution to diffuse the situation. Thus the best correct choice would need to coherently explain how LEAPS is implemented, Option 2 comes in handy signifying that; LEAPS model of model aims to communicate issues with users that their problems genuinely matter. This whole activity subsequently assists the issue addressed to finding a relevant and operative response that will diffuse situations. Empathizing with the caller yields the least fruit since it is more about their mood and experience (Option 3), has nothing significant worth considering as logically explained in the previous inputs. That being said, implementing the LEAPS model will require us to Listen, showing the person being understood, raising valid questions, Paraphrasing, repetition of an individual's words back to them which can imply understanding of this issue or problem, and being able to Summarize provides direction to further the conversation. And any model that chips in to smooth in operational efficiency amounts to desirable cuts on time effort and resources.