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COMU1030 The Psychology Of Communication
COMU1030 The Psychology Of Communication
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Course Code: COMU1030
University: The University Of Queensland
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Country: Australia
Question
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
Threatening
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
Answer
Effective Communication
Introduction
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
Reference
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 https://www.youtube.com/watch?v=B3KBuQHHKx0
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