Psychological Communication 2: Professional Skills (P_BPSG2PV)
Institution
Vrije Universiteit Amsterdam (VU)
This is the second assignment for the course Psychological Communication 2: Professional Skills of the second year of psychology. This assignment concerns the interview about "complaint handling". I received an 8.8 for this assignment. You can use this assignment as an example for your own assignme...
Reflective Report: Complaint Handling
Mandy Roosendaal, 2663488
m.roosendaal@student.vu.nl
Psychological Interview Skills 2: Professional Skills
Paula Francisca Cortés Montenegro, Group 33
Word count: 1087
24-01-2021
, REFLECTIVE REPORT: COMPLAINT HANDLING 2
Handling a Complaint
I opened the interview as an employee of Schiphol’s customer service. The interviewee
then explained that her flight was cancelled, and she did not know why. While she was
explaining what happened, I asked clarifying questions to find out as many details as possible.
The interviewee also explained that no one at the airport was able to provide her with more
information. As a solution, we agreed that the interviewee should get on a new flight as soon as
possible with complimentary drinks and food as compensation. The interviewee also explained
that if such a situation were to occur again, more clarity and communication from the airport
staff is needed. At the end of the interview, I thanked the interviewee and told her we would take
the information she provided to improve our service.
My first learning goal for this interview was to provide summaries at appropriate times.
Specifically, at the end of phase 2 (showing understanding) and the beginning of phase 5
(coming to an agreement). My second learning goal was to use the skill “reflecting emotions” as
I struggled with that last year.
https://youtu.be/sBTAEGhEAnc
Observations
During the interview, I gave one summary at 4:45. The summary went as follows: “So
far, I’ve understood that you had to wait very long after your flight got cancelled without anyone
telling you why. So far, you haven’t talked to anyone who could explain you a bit more about
this, and of course, you would still like to get on a flight.” Although I am satisfied with the
content of this summary, I have not achieved my learning goal yet for two reasons. Firstly, I gave
the summary at the wrong moment. The appropriate moment for a summary was at the end of
phase 2. However, I gave the summary after we already started talking about a solution (phase
4). Although the interviewee was able to indicate that I had understood her correctly by nodding,
shaking her head, and confirming my summary was correct afterwards, the timing of the
summary made the interview appear unstructured. This happened because I forgot to use the
summary, I realised this when we were talking about a solution, and I still wanted to include it. I
do think this was better than leaving it out completely, but I would like to use a summary at the
appropriate time in future interviews. Secondly, I did not use a summary at all at the beginning of
phase 5. Instead, I went back to paraphrasing. I often paraphrase at times when summaries are
more appropriate because paraphrasing comes more naturally to me. By using a summary at the
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller mandyrose. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $4.84. You're not tied to anything after your purchase.
