Development of Communication Skills - Case Study Example

REFLECTIVE WRITING: COMMUNICATION SKILLS Name Institution Professor Course Date Introduction Communication executes three major functions within a firm which include coordinating effort, transmitting information and sharing feelings and emotions. Effective communication assists people in developing rapport, attaining consensus and grasping issues. This essay describes a frustrating communication incident and a positive one that focuses on verbal, nonverbal and communication barriers. The essay highlights strategies employed in trying to overcome the barriers, and compares the frustrating communication incidence with the positive one. Incident 1 I believe that communication is crucial in all forms of business dealings, learning and in other areas of life. However, as a customer to an Indian grocery shop, I experienced what I would call a frustrating communication incident. One day when shopping for groceries, I entered a grocery shop owned by an Indian couple. While, I admit that I have no hearing problems, when I asked the lady for different types of vegetables and their prices, the lady talked in a high voice and very fast. She had an Indian accent and given that she talked so fast, I could not understand some of the things she said. When I asked her to pardon me, she displayed an attitude that was so discouraging. Her facial expressions could tell that she was not happy, but annoyed because I insisted that I could not understand some of the words she used. I needed to buy the products from their shop and as a result, I insisted that the couple speak in a way that I could understand. The lady did not take enough time to listen and she was quick to answer even before I could finish talking. My insistence drove the woman angrier. The more she got angry, the more she raised her voice. The lady’s facial expression, accent and attitude were very frustrating. The incidence demonstrated communication barriers and the poor communication skills depicted by the shop owner. Analysis and Reasons Customer representatives or business owners should depict effective and strong communications skills. They should be able to communicate effectively and listen well. Poor communication skills hinder understanding. Behaviours and attitudes affect communication while poor nonverbal, poor listening and cultural differences instigate misunderstanding, conflicts or problems between the parties involved. The lady’s use of a faster speed to me indicated that she was angry, agitated, and nervous or she was seeking to dominate the listener. Her fast speech made me think that she was in hurry to serve me. In addition, the fast speech made the lady to mispronounce words and speak wrongly. The use of loud voice made me think she was angry with me and her facial expressions showed her aggressiveness. Moonie (2012, p.45) confirms that human face send very intricate messages. The face indicates ones emotional states. According to Fielding (2005, p.10), communication entails a transaction whereby participants together create meaning through exchange of symbols. Skills for effective communication include listening, nonverbal communication, emotional awareness, concision and clarity, confidence, open-mindedness and respect. People communicate more through gestures, body language, facial expression and non-verbal signs. In the incident, language issues were a major problem. Language issues created communication barriers between me and shop owner. The lady spoke in an Indian accent that was to understand. According to Davis (2009, p.29), language issues affects communication. Accent interferes with effective communication and communication skills. The lady mispronunciation affected my understanding. Apart from language issues and accent, the incident was difficult because the lady spoke too fast and in high voice. Sen (2004, p.115) confirms that talking too fast and in a high voice demonstrate nervousness. A slower, lower tone demonstrates expertise and confidence. Speaking fast prevents listeners from understanding what the speaker means. The incidence was difficult because of the tone used by the lady. Her high tone conveyed her attitude and I could feel that the lady was angry. The incidence was difficult and frustrating because the lady shop owner depicted poor listening skills. The fact that I kept insisting that she repeat what she was saying showed that she had poor listening skills. According to Ober (2007, p.81), the difference between the speed at which people often speak and speed at which human brain process data contributes to poor listening skills. There was a clear indication that the lady did not take time to listen to what I said, hence she lost her ability to concentrate on what I was saying. Strategies to Overcome Barriers To overcome language issues and the Indian accent, I requested the lady’s husband to make the communication more formalised. I asked him to write down the price for every item I pointed for easier understanding. I also tried as much as possible to use common vocabulary for easier understanding. To promote understanding, I used gestures and facial expressions and I expected the lady to use the same to promote understanding. I also requested the lady to watch her tone, pitch and pacing. I requested her to talk slowly at a lower tone and pitch while pronouncing one word at time for easier understanding. To try to overcome poor listening skills, I requested the lady’s husband to request her to concentrate and pay attention to what I was saying. I also requested her to avoid interrupting me before I could finish a sentence and engage herself in the communication. To ensure good speaking, I appealed that the lady change her tone, pitch, be brief and slow her rate of speech. Incident 2 In a different occasion, I experienced an encouraging and positive incidence. Sometimes last year, I visited an electronic shop owned by an Indian person. The shop had several shop attendants from Australian and Indian original. The attendants were welcoming with good communication skills. I approached one attendant who took time to listen to me. The attendant dedicated all her attention to me. Since I needed several electronic items, the attendant wrote them down as I mentioned them and she could ask me to repeat whenever she failed to understand. She talked at a slow rate, low but audible voice and she depicted a warm tone. She was relaxed, brief and used body gestures and expressive hand. Her facial expression was kind and her eye contact was gentle. I found the attendant receptive and despite her Indian accent, she offered me effective and efficient service given that she wrote down what she felt she could not pronounce well. I was well attended and I left the shop a happy and satisfied customer. Comparing Incident 1 and Incident 2 The two incidences are different in the sense that one was difficult and the other one positive. The communication strategies applied in the two events are different. The first incidence demonstrates poor communication skills that include poor listening skills and speaking skills. As a result, the incidence demonstrates ineffective communication that was marred with communication barriers, bad behaviours and attitudes. The second incidence demonstrates effective communication skills where good listening and speaking skills are demonstrated. The shop attendant in the second incidence also demonstrates good behaviours and attitude. Conclusion Effective communication is a major element of customer service for types of business. The efforts of customer care representative are to guarantee efficient and delivery of quality services and products to clients. In the first incidence, the shop owner demonstrate poor communication skills while in the second incidence, the shop attendant demonstrate effective communication skills. Although not everybody will be simple to communicate with, good communication skills help in ensuring effective communication Reference List Davis, J 2008. Interpersonal communication skills in the workplace, Second Edition. UK: Amacom Div American Mgmt Ass. Fielding, M 2005. Effective communication in organisations. India: Juta and Company Ltd. Moonie, N 2005. GCE AS level health and social care double award book (for AQA). UK: Heinemann. Ober, S 2007. Contemporary business communication. UK: Cengage Learning. Sen, L 2004. Communication Skills. India: Prentice Hall India Pvt-Limited. Read More