COMU1030 The Psychology Of Communication

COMU1030 The Psychology Of Communication

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COMU1030 The Psychology Of Communication

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COMU1030 The Psychology Of Communication

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Course Code: COMU1030
University: The University Of Queensland is not sponsored or endorsed by this college or university

Country: Australia


Influence the listening ability
Background Noise

Background music
The sales person can’t listen to the customer clearly

Language barrier

Use of different languages

Wording use

Confusion to the salesperson

Language complexity

Speak different kind of cheese

Non-verbal communication

With arm-cross – physical barriers

Bad attitude

Change in tone – paralanguage

From stable to angry

Lots of um….. – paralanguage
Avoiding eye contaact

Logical Argument

Trying to control the salesperson to give him cheese, if not, he will shoot him with the gun

Negative outcome

The customer was getting impatient due to the salesperson and the background music
The customer even ran out of temper because of the background music


Effective Communication

Developing communication skills inn working effectively in a group
For instance, the communication gaps in the video- The cheese shop sketch, Monty Python (“The Cheese Shop sketch, Monty Python”, 2018). 

Why is effective communication?
The communication in between two or more individuals where successful delivery, receiving and understanding of the intended message is ensured (Fan et al., 2015).
Why is it necessary?
1. Key to develop relationships and build strong social support network 2. Lesser miscommunication3. Increase customer satisfaction4. Establishes professionalism 5. Breeds trust6. Gives clarity and direction7. Self satisfaction 
Taking an example- 
What influenced the listening ability in the video?
1. The Background Noise 
1. The constant background music by the three musicians
2. The inability of the sales person to listen the customer clearly
3. The inability of the customer make understood about his requirements
2. The Language Barrier

1. Use of different languages in the video by the customer, creating confusion for the sales person. 2. Language complexity3. Names of Different types of cheese
3. Non-verbal communication

With arm-cross – physical barriers

Bad attitude

Change in tone – paralanguage

From stable to angry

Lots of um….. – paralanguage

Avoiding eye contact

4. Verbal Communication

1. Threatening by the customer

Trying to control the salesperson to give him cheese, if not, he will shoot him with the gun

2. Misguiding by the sales person
and, what was the outcome?
1. The customer was getting impatient due to the salesperson and the background music2. The customer even ran out of temper because of the background music3. The customer shoot the sales person4. The musicians stopped playing the music
So what could be done to ensure effective communication in this scenario?

1. No interruption2. Pausing the background music while communicating 3. Be willing to hear “No”.4. Finding other ways  to communicate other than using words when the other person could note understand5. Making requests which are practical (Lunenburg, 2010)6. Dismissing the person’s feeling by saying “Oh, do not get angry”7. Understanding the needs8. Making eye contact 
What additional skills are required to ensure greater effectiveness in this scenario?
1. Listening skills2. Self awareness skills3. Assertiveness 4. Non-verbal communication skills (Spitzberg, 2015)Expressiveness  Ability to distinguish between the content and the process
How to develop these skills?
1. Practicing the skills2. Watching other people communicate3. Watching own self communicating with others4. Assessing the progress and improvement in the style of interacting or communicating with different people (Geller, 2016)5. Power differentials in between us and the others impact communication 
What could be the outcome?
1. Effective communication 2. No confusion3. No misunderstanding 4. No negative attitude5. Absence of impatient attitude from the parts of customers6. No threatening7. No conflict 8. Positive attitude9. End of conversation within lesser time period, hence time saving 
Fan, S. P., Liberman, Z., Keysar, B., & Kinzler, K. D. (2015). The exposure advantage: Early exposure to a multilingual environment promotes effective communication. Psychological Science, 26(7), 1090-1097.
Geller, E. S. (2016). Effective Communication. Applied Psychology, 153.
Lunenburg, F. C. (2010). Communication: The process, barriers, and improving effectiveness. Schooling, 1(1), 1-11.
Spitzberg, B. H. (2015). 10 The composition of competence: Communication skills. Communication competence, 22, 237.
The Cheese Shop sketch, Monty Python. (2018). Retrieved from

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