Once I noticed that the customer's mind was elsewhere, focusing on something else, I hoped that a

Communication is defined as ‘a transactional process involving participants who occupy different but overlapping environments and create relationships through the exchange of messages, many of which are affected by external, psychological and physiological noise’ (Adler, R and Proctor, R. 2010). Communication doesn’t just mean verbal communication, as non-verbal communication is just as, if not, more important as verbal communication. According to Albert Mehrabian, only 7% of a message is communicated through verbal communication, 38% is communicated through your tone of

Inappropriate use of communication tools and geographical distance can be easily circumvented with modern technology. However, one physical communication barrier that is harder to avoid is noise disruptions. The world is a noisy place and sometimes noise can make it hard to understand what is being said. While often modern technology can help eliminate noise barriers, sometimes noise barriers cannot be helped. The best way to combat this issue is to acknowledge that noise barriers exist and to make sure that information is understood when that circumstance transpires.

Communication enables human beings to interact in a meaningful way. It is hence a vital component of coming up with the meanings of situations so as to derive the intended conclusions.

It gives us an understanding of the other person, and the feeling of having been heard makes the people more able to listen themselves. Ways to make the other person to feel heard asking open questions, asking for more concrete information, asking questions that explore the three conversations, and giving the other the option of not answering. Then paraphrase what they have told you to clarify your own understanding Avoid questions that are actually statements and cross-examination. From there express your position, avoiding statements that make it appear only your view is the correct one.

This may be because there is a problem; they are worried about something or not confident.

Great job gaining a better understanding whether the client is looking for an updated Good faith estimate.

The difficulty with this particular sales scenario is that there is no real objection from the potential customer; therefore, he does not see a need to make a real change at this time. Nevertheless, the prospective purchaser did make mention of delivery hours assuming he could maneuver through the delivery obstacle, it is possible to consider the customer was leaving the door open for Ron to ask more questions. In such a selling situation where the likely buyer may not even be aware of an existing problem, it would be wise for Ron to utilize the “spin strategy” approach. By asking a series of qualifying questions, the customer’s answers may offer crucial information that Ron can use to detect the prospective buyer's needs. In doing so, the client may very well identify a problem. Ron should continue asking questions that will help the customer see the full effect of the issue to be resolved

Question 5How did you go above and beyond the call of duty when dealing with a customer?

John called asking when a part for his cup holder would be in. He was told two days so he went ahead and made a service appointment when the part would be in to ensure everything could get done at the same time. When he arrived for his service appointment he was told by Brian that the part was not in. John states that Brian said 'I don't know who you spoke to and I don't know what to tell you. We don't have it'.

The Shannon and Weaver diagram consists of a sender who makes the message and sends the message. The transmitter is the sender who uses the message. The channel is the medium used to send the message. The receiver gets the message and provides feedback. The noise is anything that disrupts the information being sent. Sarah is the information source she is meeting staff individually face to face, Interruption

I combat the effects of the various types of physical, psychological, and semantic noise that distort messages.

My interpersonal experience that involved a communication misfire was the result of Semantic noise. To be more specific it was a language barrier between me and the man I had cutting the grass at my house.

Another way interpersonal communication can be looked at uses the Shannon and Weaver model, which breaks up the process into five parts. The information source, transmitter (sender), receiver, destination, and noise, which is sometimes involved (Hill, 2007). Noise is anything that can get in the way of the clarity of a message. An example could be a crackle through the phone line, or an interruption from a third party. Noise can create complications within interpersonal communication, and make it harder for the message to be delivered clearly (Hill, 2007).

In addition, understanding different models of communication enable members inside and outside an organisation to depict different messages being provided by the employee or customer and develop their communication skills. The Shannon and Weaver model of communication was developed to show the effects of communication between two people (Kikoski, 1993). In the Shannon and Weaver model, a message is encoded (via a symbolic form) from a source (the sender) through a medium called a channel, and decoded (retranslated) by the receiver. However, the message can be interrupted by a process called noise and can result in discrepancy and sometimes negative feedback from the receiver (Bowman and Targowski, 1987). In response to the Shannon and Weaver model of communication, through the identification of any noise within the communication process, as a result of the manager level of attunement in communication skills, the encoded

Communication is a part of everyday life. Not only is it present in our personal lives, but in the