GBS120v3-L2-ProjectTemplate-Final turn in
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Rio Salado Community College *
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Course
120
Subject
Communications
Date
Apr 3, 2024
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docx
Pages
5
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GBS120v3
GBS120-Lesson 2 Project Part 2 Template Instructions
1.
Referring back to the customer service experience you described in the video, answer the following
questions.
2.
Be sure to incorporate concepts from the lesson and textbook in your answers.
3.
You are required to cite the textbook in this assignment at a minimum using an in-text citation and reference in APA format. 4.
Save your completed Lesson 2 Project Template and submit using the link in the lesson. Lesson 2 Project Questions
Name: MEID: Answer the questions below to complete Part 2 of your assignment.
A.
Explain at least two nonverbal communication messages present in the customer service conversation you described in your video. Identify the type of nonverbal communication present in the conversation (e.g., vocal kinesics, visual kinesics, proxemics, chronemics, haptics). What did each of
the nonverbal messages communicate? How did you know?
1.Visual Kinesics: The barista's rushed movements and lack of eye contact communicated a sense of impatience and disinterest. I could perceive this through their hurried actions and avoidance of eye contact, which indicated a lack of engagement or attentiveness.
Vocal Kinesics: The tone of the barista's voice and their sighs conveyed frustration and annoyance. The exasperated sighs and the sharpness in their voice signaled their irritation, indicating their emotional state despite the absence of explicit verbal cues.
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Proxemics: The physical distance between the barista and myself could also convey a message. If the barista kept a considerable distance or avoided coming
closer during the interaction, it could suggest discomfort or a desire to maintain space, potentially affecting the level of rapport established during the encounter.
These nonverbal cues were crucial in understanding the underlying emotions and attitudes of the barista, providing valuable insights into the dynamics of the
customer service interaction.
B.
What types of communication barriers that you learned about in the textbook and Lessons 1 and 2 did you notice within the conversation (e.g., perceptual, cultural, physical, emotional psychological, etc.)? List at least two barriers and identify their types. Be sure to reference your textbook and/or the lesson here.
Physical Barrier: The presence of background noise created a physical barrier to effective communication. According to Lesson 2, physical barriers can hinder the
transmission of messages by interfering with the clarity of speech or visual cues.
In this case, the noise made it challenging for me to convey my order clearly to the barista, leading to frustration and misunderstanding.
Emotional Barrier: The barista's apparent frustration and impatience constituted an emotional barrier to communication. As discussed in the textbook, emotional barriers arise from individuals' emotions, attitudes, or preconceived notions, which can hinder effective communication. The barista's negative emotions likely influenced their receptiveness to my communication attempts, leading to a breakdown in the interaction.
These communication barriers contributed to the overall difficulty in conveying and receiving messages effectively during the customer service encounter.
In the conversation at the coffee shop, I wasn't entirely successful in overcoming the communication barriers presented. Despite my efforts to clarify my order and engage Page 2
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with the barista, the noise and the barista's emotional state remained persistent challenges.
One technique I attempted to employ was to politely ask the barista to repeat my order. However, this technique was met with annoyance and dismissal from the barista, indicating that my attempt to overcome the barriers was not entirely successful. Additionally, I tried to maintain a calm and respectful demeanor throughout the interaction, hoping to mitigate any further escalation of emotions. However, the barista's frustration persisted, suggesting that my efforts were not entirely effective in addressing the communication barriers.
C.
Analyze effective listening in the conversation by answering the questions below.
1.
Which types of listening mentioned in Chapter 2-3a did you notice in the conversation, either from you or the other party in the conversation? Identify at least one. Did that listening style contribute to successful conversation? Why or why not?
In the conversation at the coffee shop, I noticed that both myself and the barista exhibited elements of passive listening. Passive listening involves hearing the words being spoken without necessarily fully engaging with or understanding the message.
For example, when I initially placed my order, the barista may have been passively listening, merely hearing the words without fully comprehending my preferences or taking the time to ensure clarity. Similarly, as the customer, I may have also been passively listening to the barista's responses, not fully absorbing the information due to the distractions caused by the noise and the barista's negative demeanor.
Unfortunately, passive listening did not contribute to a successful conversation in this scenario. Both parties failed to fully engage with the communication process, leading to misunderstandings and frustration. Had either the barista or I employed active listening techniques, such as asking clarifying questions or paraphrasing to ensure Page 3
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GBS120v3
understanding, the conversation may have been more successful in overcoming the communication barriers present.
2.
Did you notice any elements of active listening present within the conversation? Provide details from the scenario to support your answer. If so, how did these elements affect the outcome of the conversation? If not,
what techniques described in the textbook could you have used to engage in active listening? In the conversation at the coffee shop, I did not observe significant elements of active listening from either myself or the barista. However, there were opportunities where active listening techniques could have been employed to improve the outcome of the conversation.
For example, when I attempted to clarify my order by asking the barista to repeat it, this could have been an opportunity for the barista to engage in active listening. Had the barista actively listened by paraphrasing or summarizing my order to ensure understanding, it could have helped to clarify any misunderstandings and improve communication. Similarly, I could have actively listened by paraphrasing the barista's responses to confirm my understanding and demonstrate engagement in the conversation.
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3.
Did you notice any assertive communication within the conversation? Provide details from your summary to support the answer. What effects did using assertive communication, or a lack of assertive communication, have on the conversation and the effectiveness of communication? Explain your answer.
In the conversation at the coffee shop, there were instances where assertive communication was lacking, particularly in the interaction between myself and the barista. However, there were also moments where assertive communication could have been beneficial but was not effectively employed.
The lack of assertive communication from both parties had a detrimental effect on the
conversation and the effectiveness of communication. Without assertive communication, misunderstandings persisted, and the communication barriers remained unaddressed. This led to frustration and dissatisfaction on both sides, ultimately resulting in a negative customer service experience.
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