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Gap Analysis: Interpersonal Communication

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Strengths:

Alaina's tone is polite.

She offers to reach out to the assigned TM for assistance and sets the expectations that the TM is currently on the line with the other co-borrower.

Prior to ending the call, she inquires if there are other TM.

Inches:

Empathy- At this time(3:15), Alaina offers empathy to the client for her concerns regarding getting in touch with the assigned TM. However, there were earlier opportunities at (1:52) when there were inquiries regarding the communication the client had with the TM. Offering empathy earlier on helps establish trust and shows the client we are putting ourselves in the client's shoes. Use empathy statements such as, " I apologize for any frustration" or I understand your concern and I am happy

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