Reflection on communication difficulty (Impacts (Negative prototype of the…
Reflection on communication difficulty
Communication - the verbal and non verbal exchange of information.
Effective communication - message recieved corresponds with message sent.
The purpose of this essay is to reflect on a communication difficulty, i have experienced.
Customer became irate when we did not have an item in stock. I could not difuse the situation, due to lack of communication skills.
Communication difficulty arose when myself and a customer could not engage in a positive manner.
Occured on my first day at a new job,
Negative prototype of the customer.
Feelings of anger, judgment, and lack of self worth.
Negative body language, resulting in blocked communication.
Language and tone used in wrong context.
Negative social perspective.
Language was impersonal, reinforced stereotypes.
Dominant personality, took advantage of lack assertiveness. Customer would not listen, tryed to control conversation.
Positive verbal / non verbal communication to stablish positve relationship.
Improve capacity to handle communication difficulty
Empathy, respect, and understanding when communicating.
Hierarchy - customer believed she had more authority.
Impersonal communication - responded only to my role.
Stereotypes created from our assumptions of one anothers social class.
No relationship established.