Monday, 23 April 2012

MMIs - How I would answer the Michener Car Question

Disclaimer: This is just my take on how I would answer this question. I do not know if it is right or wrong but it shows my reasoning. I'm also assuming this would be an acting station.

Scenario: Parking Garage (Communication Skills) The parking garage at your place of work has assigned parking spots. On leaving your spot, you are observed by the garage attendant as you back into a neighboring car, a BMW, knocking out its left front headlight and denting the left front fender. The garage attendant gives you the name and office number of the owner of the neighboring car, telling you that he is calling ahead to the car owner, Tim. The garage attendant tells you that Tim is expecting your visit. Enter Tim’s office.

My Answer: Hi Tim, My name is Krista MedLabMaven and I work here in the building with you. I just spoke with the parking garage attention about coming up to your office as unfortunately there was an accident when I was leaving my parking spot today. I rear-ended your car as I was backing out and I sincerely apologize. I have brought up my driver's license and insurance information to give to you so we can go about filing a claim to get your car fixed. Again, I sincerely apologize and I hope to take care of the insurance paperwork for you to ensure this is dealt with quickly.

[Tim is probably going to be angry somewhere in here. Key is to remain calm and cool but be confident]

*Tim is now angry and yelling at you for being a stupid person who backed into his BMW*

Me: Tim, I understand how you can be angry as your car is damaged. I would be angry as well if someone backed into my car. I would love to help get the insurance process underway if we can exchange information and I can go ahead with processing the claim for you. Again, I apologize for being negligent and backing into your car.

 

Of course this could keep going on and on. My main tips would be to say how you "understand" what the person is going through and say how you are trying to help them. Don't make crazy promises like "I'll give you cash to get it fixed right now!" or "I'll fix it myself!" rather be realistic but sympathize with that is going on.

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